Customer Service & Dispatch Coordinator - (HVAC & Trades)

Pavago is a U.S.-based home services business looking for a Customer Service & Dispatch Coordinator to manage inbound customer communication and coordinate field service operations. The role involves handling high-volume calls, scheduling jobs, and dispatching technicians efficiently in a fast-paced environment.

Responsibilities:

• 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
• 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
• 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
• Introduce and explain membership/service plans
• Identify upsell opportunities where appropriate
• Support booking efficiency and customer retention
• Work closely with: Customer service team, Dispatch team, Field technicians
• Ensure seamless service delivery across all touchpoints
• Improve workflows through clear internal communication
• 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

Requirements:

• 2+ years experience in customer service and dispatching
• 2+ years experience in 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
• Experience with U.S.-based home services companies
• Familiarity with membership plan upselling
• Familiarity with service agreements
• Experience working with remote/offshore teams
• Exposure to Northeast U.S. customer base