Customer Service & Dispatch Coordinator - (HVAC & Trades)

Customer Service & Dispatch Coordinator – HVAC & Home Services

Position Type: Full-Time, Remote Working Hours: U.S. Business Hours – EST Industry: HVAC, Plumbing, Electrical & Home Services

About the Role

At Pavago, one of our clients is hiring a highly organized and customer-focused Customer Service & Dispatch Coordinator to support a fast-moving U.S.-based home services operation.

This is a hands-on customer service and dispatch role responsible for managing high-volume inbound communication while coordinating HVAC, plumbing, and electrical service appointments.

You'll serve as the connection between customers and field technicians, ensuring calls are handled professionally, jobs are booked accurately, technicians are dispatched efficiently, and customers stay informed from initial inquiry through job completion.

This role is ideal for someone with direct home services dispatch experience who is comfortable managing busy phones, changing schedules, technician availability, and customer expectations simultaneously.

Customer Service & Inbound Call Management

• Handle high-volume inbound customer interactions via phone, email, and chat.
• Respond professionally and empathetically to service inquiries.
• Understand customer needs and accurately capture service details.
• Serve as a primary point of contact throughout the service process.
• Communicate appointment confirmations, technician updates, delays, and schedule changes.
• Handle stressed or frustrated customers calmly and professionally.
• Follow up when necessary to ensure issues are fully resolved.

HVAC & Trades Dispatching

Schedule and dispatch service calls across:

• HVAC
• Plumbing
• Electrical
• Other home service or skilled trades

You will:

• Assign jobs based on technician availability, skills, location, and service requirements.
• Maintain accurate daily and weekly dispatch calendars.
• Monitor technician schedules and active jobs throughout the day.
• Adjust routes and appointments in real time when emergencies, cancellations, delays, or schedule changes occur.
• Communicate job details and updates directly with field technicians.
• Help maximize technician utilization while maintaining a strong customer experience.

Scheduling & Appointment Coordination

• Convert customer inquiries into accurately booked service appointments.
• Coordinate appointment windows based on customer and technician availability.
• Manage cancellations and rescheduling.
• Maintain accurate calendars and prevent scheduling conflicts.
• Prioritize urgent service requests appropriately.
• Keep customers informed when appointment timing changes.
• Ensure no service request or customer follow-up falls through the cracks.

ServiceTitan, CRM & Service Records

Maintain accurate customer and job information inside ServiceTitan or similar field service management platforms.

Responsibilities include:

• Creating and updating customer records.
• Logging calls and customer communication.
• Entering and updating service appointments.
• Maintaining detailed job notes.
• Updating job and dispatch statuses.
• Reviewing service documentation for accuracy.
• Reviewing invoices and job records for completeness.
• Keeping CRM and service data clean, current, and organized.

Membership & Service Plan Support

• Explain homeowner memberships or service plans when appropriate.
• Identify opportunities to introduce relevant service plan benefits.
• Support membership enrollment and customer retention goals.
• Balance upselling opportunities with a customer-first service approach.

Operational Tracking & Performance Support

Track and support key operational metrics such as:

• Call volume
• Booking rates
• Appointment conversion
• Technician utilization
• Dispatch efficiency
• Customer satisfaction
• Service completion

Maintain accurate records that give operations leadership clear visibility into daily performance.

Team & Technician Coordination

Work closely with:

• Customer service representatives
• Dispatch teams
• HVAC, plumbing, and electrical technicians
• Operations leadership

Maintain clear communication between office and field teams so everyone understands job assignments, customer needs, schedule changes, and operational priorities.

Required Experience & Skills

Non-Negotiables

• 2+ years of customer service and dispatch experience within home services or skilled trades.
• Hands-on experience scheduling and dispatching field service technicians.
• Experience supporting industries such as:
• HVAC
• Plumbing
• Electrical
• Home services
• Field services
• Experience using ServiceTitan or a similar field service/CRM platform.
• Strong experience handling customer calls in a high-volume environment.
• Excellent spoken and written English communication.
• Strong scheduling, organization, and multitasking skills.
• Ability to manage multiple technicians, customers, and appointments simultaneously.
• High attention to detail and accurate documentation.
• Comfortable working independently during U.S. EST business hours.
• Reliable high-speed internet with audio and video capabilities.
• Fast, reliable computer suitable for professional remote work.

Nice-to-Have Experience

• Direct ServiceTitan experience.
• Experience working with U.S.-based HVAC or home services companies.
• Experience supporting customers in the Northeast U.S.
• Familiarity with homeowner membership or maintenance plan upselling.
• Experience tracking booking and dispatch KPIs.
• Experience coordinating emergency or same-day service calls.
• Previous experience working remotely with U.S.-based teams.
• Experience supporting offshore or distributed teams.

What Makes You a Strong Fit

You:

• Are confident and professional on the phone.
• Can handle a busy call queue without sacrificing customer experience.
• Stay calm when schedules change unexpectedly.
• Understand how field service dispatch works.
• Communicate effectively with both customers and technicians.
• Are comfortable making quick scheduling decisions.
• Follow through consistently until issues are resolved.
• Keep CRM and service records accurate.
• Are naturally organized and process-driven.
• Can manage frustrated customers with patience and professionalism.
• Take ownership rather than waiting for constant direction.

What a Typical Day Looks Like

• Answering inbound customer calls, emails, and chats.
• Booking HVAC, plumbing, or electrical service appointments.
• Reviewing technician availability and dispatching new jobs.
• Monitoring active service calls throughout the day.
• Contacting customers regarding technician arrival times or delays.
• Adjusting schedules after cancellations or emergency calls.
• Updating ServiceTitan with customer and job information.
• Communicating schedule changes to technicians.
• Reviewing job notes, invoices, and service documentation.
• Discussing membership or service plans with eligible customers.
• Tracking booking, dispatch, and customer service metrics.

In short: you are the operational hub connecting customers with field technicians, keeping schedules efficient and ensuring every customer receives responsive, professional service.

Key Metrics for Success