Job Description
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.
