Job Description
Customer Service & Dispatch Coordinator – HVAC & Trades | Remote
Position Type: Full-Time, Remote
Location: Remote (LATAM Preferred)
Working Hours: U.S. Business Hours (EST)
About the Role
At Pavago, one of our clients is hiring a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a fast-paced U.S.-based home services company.
This role sits at the center of customer service, technician dispatching, scheduling, and field operations. You’ll manage high-volume inbound customer communication, coordinate HVAC, plumbing, and electrical service appointments, and ensure customers and technicians stay informed throughout the service process.
This is not a passive customer support role. You’ll need to think quickly, adjust schedules in real time, resolve customer concerns, and understand how efficient dispatching directly impacts technician utilization, customer satisfaction, and operational performance.
If you have hands-on dispatching experience in HVAC, plumbing, electrical, or home services and thrive in fast-moving environments, this role is a strong fit.
What You’ll Own
Customer Service & Communication
Handle high-volume inbound customer calls, emails, and chats professionally and efficiently
Serve as a primary point of contact from initial inquiry through job completion
Assist customers with service requests and appointment scheduling
Communicate:
- Service updates
- Technician ETAs
- Delays
- Schedule changes
- Appointment adjustments
Proactively keep customers informed throughout the service process
Resolve customer concerns calmly and professionally
Maintain clear, empathetic, and solutions-focused communication across every interaction
Dispatching & Technician Scheduling
Schedule and dispatch HVAC, plumbing, and electrical service appointments
Coordinate technician schedules based on:
- Availability
- Geography
- Job urgency
- Technician skill set
Monitor active jobs throughout the day
Adjust schedules in real time as priorities or circumstances change
Communicate continuously with technicians regarding assignments, updates, and schedule changes
Handle scheduling conflicts and coverage issues quickly
Maintain organized service calendars and dispatch workflows
Help maximize technician productivity and scheduling efficiency
CRM & Operational Coordination
Maintain accurate customer and service records in ServiceTitan or similar field service management systems
Update job statuses, service notes, and customer information
Review job notes, invoices, and service documentation for completeness and accuracy
Ensure customer communication and dispatch activity is logged correctly
Maintain clean, organized dispatch documentation
Track operational performance, including:
- Booking rates
- Call volume
- Scheduling efficiency
- Technician utilization
Ensure records remain accurate and current throughout the service lifecycle
Sales Support & Membership Upselling
- Explain homeowner membership plans or service programs when appropriate
- Identify opportunities to support customer retention and recurring revenue
- Help maximize booking conversion through strong communication and follow-through
- Answer customer questions regarding available service plans
- Support membership and maintenance-plan initiatives without compromising the customer experience
Team Collaboration & Workflow Support
- Coordinate closely with dispatchers, customer service representatives, and field technicians
- Maintain smooth communication between office operations and field teams
- Track outstanding operational issues through resolution
- Proactively identify scheduling bottlenecks or workflow inefficiencies
- Help improve dispatch organization and customer experience processes
- Support reliable day-to-day service delivery across the team
Requirements
2+ years of customer service and dispatching experience within:
- HVAC
- Plumbing
- Electrical
- Home Services
Hands-on experience scheduling and dispatching field technicians
Experience using ServiceTitan or similar field service management software
Strong spoken and written English communication skills
Comfortable handling high-volume customer calls
Ability to multitask and manage competing priorities efficiently
Strong organizational and time-management skills
High attention to detail and accurate documentation habits
Ability to remain calm and professional during customer escalations or scheduling disruptions
Reliable high-speed internet and professional remote work setup
Comfortable working U.S. business hours (EST)
Preferred Experience
- Experience working with U.S.-based home services companies
- Familiarity with homeowner memberships or maintenance-plan upselling
- Experience supporting offshore or distributed teams
- Exposure to Northeast U.S. customer service environments
- Experience optimizing scheduling efficiency and technician utilization
- Experience working in high-volume service or call-center environments
Tools & Technology
ServiceTitan | Field Service Management Software | CRM Systems | Scheduling & Dispatch Tools | VOIP/Phone Systems | Email & Chat Platforms
What Makes You a Strong Fit
You’ll likely thrive in this role if you:
- Have a customer-first mindset and communicate professionally
- Are highly organized and detail-oriented under pressure
- Are comfortable handling high call volumes in fast-paced environments
- Can coordinate multiple technicians, customers, and appointments simultaneously
- Stay calm and solutions-focused during scheduling issues or escalations
- Understand how geography, urgency, and technician skill sets affect dispatch decisions
- Proactively communicate delays instead of waiting for customers to ask
- Follow through consistently and take ownership of problems through resolution
- Can quickly reprioritize when the day’s schedule changes unexpectedly
What a Typical Day Looks Like
You might start your day by reviewing the service schedule, technician availability, active jobs, and outstanding customer requests.
Throughout the day, you’ll handle inbound customer calls, schedule appointments, dispatch technicians based on availability and priority, monitor active jobs, and adjust schedules as circumstances change.
You’ll also communicate ETA changes and delays to customers, update ServiceTitan or other CRM records, review service documentation, and coordinate with field technicians and internal teams.
In short: you are the operational hub that keeps customer communication, scheduling, and technician coordination running efficiently.
Key Metrics for Success
- Call handling and booking conversion rates
- Schedule efficiency and technician utilization
- Timely and accurate dispatch execution
- Customer satisfaction and issue-resolution quality
- CRM and service-record accuracy
- Reduced scheduling conflicts and missed appointments
- Speed and accuracy of schedule adjustments
- Membership or service-plan conversion support
- Consistent operational follow-through
Why This Role Stands Out
Direct impact on both customer experience and field operations
Hands-on ownership of technician scheduling and dispatch
Exposure to HVAC, plumbing, and electrical service operations
Opportunity to work with platforms such as ServiceTitan
Clear, measurable operational KPIs
Fully remote opportunity with LATAM candidates preferred
Career growth opportunities into:
- Senior Dispatch Coordinator
- Dispatch Manager
- Customer Service Manager
- Field Operations
- Home Services Operations
Interview Process
- Initial Application
- Spark Hire One-Way Video Interview
- Video Interview with Pavago Recruiter
- Practical Assessment – Dispatching / CRM Scenario
- Client Interview
- Offer & Onboarding
Spark Hire Video Interview – Required
As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.
After completing the first step of your application, you’ll receive a Spark Hire invitation by email with instructions to record and submit your video responses.
Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.
Apply Now
If you have hands-on experience in HVAC, plumbing, electrical, or home-services dispatching, are comfortable coordinating field technicians, and know how to deliver a strong customer experience in a fast-moving environment, we’d love to hear from you.
Apply today and help keep customers informed, technicians productive, and service operations running smoothly from initial booking through job completion.
#CustomerService #DispatchCoordinator #HVAC #HomeServices #ServiceTitan #CustomerSupport #SchedulingCoordinator #FieldService #TradesIndustry #Operations #Dispatching #LATAMJobs #ESTJobs #RemoteJobs #RemoteWork
#LI-AG1
