Customer Service Representative / Dispatcher

Pavago is hiring a Customer Service Representative / Dispatcher to be the frontline point of contact for customers while ensuring efficient scheduling and dispatch coordination for service technicians. The role involves handling inbound inquiries, scheduling appointments, and coordinating technician dispatches to ensure timely service delivery.

Responsibilities:

• Answer inbound customer calls, messages, and service inquiries professionally and efficiently
• Provide customers with appointment availability, service updates, and general support
• Handle customer concerns with empathy while ensuring timely resolution or escalation when necessary
• Monitor and respond to customer messages across communication channels, including social media platforms
• Schedule service appointments accurately within ServiceTitan
• Coordinate technician schedules and dispatch technicians to job sites efficiently
• Manage appointment reschedules, cancellations, and schedule adjustments
• Ensure technicians receive complete and accurate job information before dispatch
• Review inbound calls and service requests to ensure all jobs are properly booked and assigned
• Maintain accurate customer records, notes, call dispositions, and follow-up tasks
• Monitor open service tickets and ensure nothing falls through the cracks
• Support daily operational workflows to improve service efficiency and customer satisfaction
• Maintain accurate documentation within ServiceTitan and internal systems
• Assist with reporting, tracking, and operational follow-up activities
• Support internal teams with administrative tasks related to customer service and dispatch operations
• Ensure all customer interactions and service updates are properly recorded

Requirements:

• Previous experience in Customer Service and Dispatching roles
• Experience working within HVAC, Plumbing, Electrical, Home Services, or Trade Services industries
• Experience handling high-volume inbound customer calls
• Strong understanding of scheduling and dispatch coordination processes
• Experience managing emergency or urgent service requests
• Proficiency with ServiceTitan
• Strong working knowledge of Microsoft Excel and Google Sheets
• Excellent verbal and written English communication skills
• Strong attention to detail and organizational skills
• Ability to multitask and prioritize effectively in a fast-paced environment
• Experience supporting U.S.-based home service businesses
• Experience managing customer communications through social media channels
• Additional customer service or dispatch certifications
• Experience with CRM and service management platforms beyond ServiceTitan