Customer Service & Dispatch Coordinator - (HVAC & Trades)

Customer Service & Dispatch Coordinator (HVAC & Trades)

Position Type: Full-Time, Remote Location: Remote (LATAM Preferred) Working Hours: U.S. Business Hours (EST)

About the Role

We're 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 is responsible for managing inbound customer communication, coordinating technician schedules, dispatching HVAC/plumbing/electrical jobs, and ensuring customers stay informed throughout the service process.

You will act as the communication bridge between customers, dispatch, and field technicians — helping ensure jobs are scheduled efficiently, service issues are resolved quickly, and operations run smoothly day-to-day.

This is not a passive customer support role. We're looking for someone who thrives in high-volume environments, can multitask under pressure, and understands how scheduling efficiency directly impacts customer satisfaction and operational performance.

Customer Service & Communication

• Handle high-volume inbound customer calls, emails, and chats professionally and efficiently • Serve as the main point of contact from initial inquiry through job completion • Communicate service updates, delays, ETA changes, and scheduling adjustments proactively • Resolve customer concerns calmly while maintaining a strong customer experience • Maintain clear, professional, and empathetic communication across all interactions

Dispatching & Scheduling

• Schedule and dispatch HVAC, plumbing, and electrical service appointments • Coordinate technician schedules based on availability, geography, urgency, and skill set • Monitor active jobs throughout the day and adjust schedules in real time when needed • Communicate continuously with technicians regarding assignments, updates, and schedule changes • Maintain organized service calendars and dispatch workflows

CRM & Operational Coordination

• Maintain accurate customer records and service updates in ServiceTitan or similar CRM systems • Review job notes, invoices, and service documentation for completeness and accuracy • Ensure all customer communication and dispatch activity is logged correctly • Track operational KPIs including booking rates, call volume, and scheduling efficiency • Maintain organized records and clean dispatch documentation

Sales Support & Membership Upselling

• Explain homeowner membership plans or service programs when appropriate • Support customer retention and recurring revenue initiatives • Help maximize booking conversion opportunities through strong communication and follow-through

Team Collaboration & Workflow Support

• Coordinate closely with dispatchers, customer service representatives, and field technicians • Support smooth communication between office operations and field teams • Identify scheduling bottlenecks or workflow inefficiencies proactively • Help improve operational organization and customer experience processes

What Makes You a Great Fit

• Customer-first mindset with strong communication skills • Highly organized and detail-oriented under pressure • Comfortable handling high call volume in fast-paced environments • Calm, professional, and solutions-focused during scheduling issues or escalations • Strong multitasker who can prioritize effectively throughout the day • Process-driven with strong follow-through and accountability

Required Experience & Skills

• 2+ years of customer service and dispatching experience in HVAC, plumbing, electrical, or home services industries • Hands-on experience scheduling and dispatching field technicians • Experience using ServiceTitan or similar field service management software • Strong spoken and written English communication skills • Ability to multitask and manage competing priorities efficiently • High attention to detail and accurate documentation habits • Reliable high-speed internet and professional remote 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

What a Typical Day Looks Like

A Customer Service & Dispatch Coordinator's day revolves around keeping customers informed and technicians productive. You will: • Handle inbound customer calls and scheduling requests • Dispatch technicians based on availability and priority • Monitor active jobs and adjust schedules throughout the day • Communicate with customers regarding updates, delays, and completion timelines • Maintain accurate CRM and dispatch records • Support operational KPIs through strong scheduling and communication execution • Coordinate internally to ensure smooth service delivery

In short: you are the operational hub that keeps customer communication, scheduling, and technician coordination running efficiently.

Key Metrics for Success (KPIs)

• Call handling and booking conversion rates • Schedule efficiency and technician utilization • Accuracy and cleanliness of CRM/service records • Customer satisfaction and issue resolution quality • Timely dispatch execution and follow-through • Reduced scheduling conflicts and missed appointments

Interview Process

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