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
