Job Description

Job Title:

Customer Service & Dispatch Coordinator (HVAC & Trades)

Position Type:

Full-Time, Remote

Working Hours:

U.S. business hours (EST)

About the Role:

We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs.

The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success in this role.

Responsibilities:

Customer Service & Communication

Handle high-volume inbound customer interactions via phone, email, and chat with professionalism and empathy. Serve as the primary point of contact from initial customer inquiry through job completion. Proactively communicate service updates, delays, and changes to customers. Manage stressed or frustrated customers calmly while maintaining a positive customer experience.

Dispatching & Scheduling

Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skills, and geographic location. Maintain daily and weekly service calendars to ensure optimal routing and coverage. Monitor job progress and adjust schedules in real time as needed. Communicate continuously with field technicians regarding job assignments and updates.

CRM & Administrative Management

Maintain accurate and up-to-date records in the CRM system (ServiceTitan or similar). Review job notes, invoices, and service documentation for accuracy and completeness. Track call volume, booking rates, and service metrics to support operational KPIs. Ensure all customer interactions and job updates are logged consistently.

Sales Support & Upselling

Explain and upsell homeowner membership or service plans when appropriate. Support operational goals by maximizing booking efficiency and customer retention.

Collaboration & Coordination

Coordinate closely with customer service, dispatch, and field teams to ensure seamless service delivery. Support internal communication to improve workflow efficiency and customer satisfaction.

What Makes You a Perfect Fit:

Customer-centric with a strong service mindset. Highly organized and detail-oriented with excellent follow-through. Confident handling high call volumes in a fast-paced environment. Calm, resilient, and adaptable under pressure. Process-driven and comfortable working independently in a remote setting.

Required Experience & Skills (Minimum):

2+ years of experience in customer service and dispatching within home services or trades industries. Hands-on experience with dispatching and scheduling service technicians. Proficiency with CRM and field service management tools (ServiceTitan or similar). Strong spoken and written English communication skills. Ability to multitask, prioritize, and manage competing demands effectively. High attention to detail and commitment to accurate documentation. Reliable high-speed internet with audio and video capabilities. Fast, reliable computer suitable for professional business use.

Ideal Experience & Skills:

Experience working with U.S.-based home services companies. Familiarity with membership or service plan upselling. Prior experience supporting remote or offshore teams. Exposure to customers in the Northeast U.S. market.

What Does a Typical Day Look Like ?

A Customer Service & Dispatch Coordinator's day is centered on keeping operations running smoothly and customers informed. You will:

Handle inbound customer calls, emails, and chats. Schedule and dispatch service jobs efficiently. Communicate with technicians and customers in real time. Monitor job progress and update schedules as needed. Maintain accurate CRM records and service documentation. Track performance metrics and ensure operational KPIs are met.

In essence:

you are the operational hub, ensuring exceptional customer experiences while maximizing technician productivity.



Key Metrics for Success (KPIs)

Call volume handled and booking conversion rates. Accuracy and cleanliness of CRM and service records. Schedule efficiency and technician utilization. Customer satisfaction and issue resolution effectiveness. Consistent follow-through on dispatch and communication tasks.

Interview Process:

Initial Phone Screen Video Interview with Pavago Recruiter Practical Assessment (e.g., dispatching or CRM scenario) Client Interview * Offer & Onboarding