Customer Service & Dispatch Coordinator - (HVAC & Trades)

Customer Service & Dispatch Coordinator (HVAC, Plumbing, Electrical) – Remote | EST

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours (EST)

About the Role

We’re hiring a Customer Service & Dispatch Coordinator to manage inbound customer communication and coordinate field service operations for a U.S.-based home services business.

This is not a basic support role — you are the operational hub of the business.

You will handle high-volume calls, schedule jobs, and ensure technicians are dispatched efficiently in real time.

If you thrive in fast-paced, high-pressure environments and can manage multiple moving pieces without dropping the ball — this role is built for you.

What You’ll Own

Customer Communication (High Volume)

• Handle inbound calls, emails, and chats with professionalism and empathy

• Act as the primary point of contact from inquiry to job completion

• Provide proactive updates on:

  • Scheduling
  • Delays
  • Service changes

• Manage difficult or frustrated customers calmly while maintaining service quality

Dispatching & Scheduling (Core Responsibility)

• Schedule and dispatch HVAC, plumbing, and electrical jobs

• Assign jobs based on:

  • Technician availability
  • Skillset
  • Location

• Maintain and optimize daily/weekly schedules

• Adjust dispatch plans in real time as jobs change

• Communicate continuously with field technicians

CRM & Service Operations Management

• Maintain accurate records in:

  • ServiceTitan
  • Or similar CRM/dispatch platforms

• Review:

  • Job notes
  • Invoices
  • Service documentation

• Ensure all interactions and updates are properly logged

• Track:

  • Call volume
  • Booking rates
  • Dispatch efficiency

Sales Support & Upselling

• Introduce and explain membership/service plans
• Identify upsell opportunities where appropriate
• Support booking efficiency and customer retention

Cross-Team Coordination

• Work closely with:

  • Customer service team
  • Dispatch team
  • Field technicians

• Ensure seamless service delivery across all touchpoints

• Improve workflows through clear internal communication

What Makes You a Strong Fit

• You are customer-first but operations-driven
• You stay organized under pressure
• You can handle high call volumes without losing accuracy
• You are calm, resilient, and adaptable
• You take ownership and follow through on every task

Required Experience & Skills

• 2+ years experience in:

  • Customer service + dispatching
  • HVAC, plumbing, electrical, or home services industry

• Hands-on experience scheduling and dispatching technicians

• Experience with:

  • ServiceTitan or similar tools

• Strong English communication (verbal + written)

• Ability to multitask and prioritize in real time

• High attention to detail and documentation accuracy

• Reliable internet and professional remote setup

Nice to Have

• Experience with U.S.-based home services companies

• Familiarity with:

  • Membership plan upselling
  • Service agreements

• Experience working with remote/offshore teams

• Exposure to Northeast U.S. customer base

What a Typical Day Looks Like

• Handle inbound customer calls and messages
• Schedule and dispatch service jobs
• Communicate with technicians throughout the day
• Adjust schedules based on real-time changes
• Update CRM records and job details
• Track performance and support operational KPIs

In short:

You ensure customers are taken care of and technicians are fully optimized.

Key Metrics (KPIs)

• Call volume handled + booking conversion rate
• Schedule efficiency and technician utilization
• CRM accuracy and documentation quality
• Customer satisfaction and resolution speed
• Consistent follow-through on dispatch tasks

Why This Role Stands Out

• High ownership and operational impact
• Direct influence on revenue and customer experience
• Fast-paced environment (never boring)
• Clear KPIs and structured workflows
• Strong growth path into operations management

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Assessment (dispatching/CRM scenario)
• Client Interview
• Offer & Onboarding

Apply Now

If you:

• Have real dispatch experience
• Can handle high-pressure environments
• Are organized, responsive, and detail-driven

This role is a strong fit.