Customer Service & Dispatch Coordinator - (HVAC & Trades)

Pavago is recruiting for an unnamed U.S.-based home services business. The Customer Service & Dispatch Coordinator manages customer communications, schedules and dispatches field technicians, maintains service records, and supports efficient service delivery.

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:

• You are customer-first but operations-driven
• You stay organized under pressure
• You can handle high call volumes without losing accuracy
• You are calm, resilient, and adaptable
• You take ownership and follow through on every task
• 2+ years experience in:

• Customer service + dispatching
• 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
• Can handle high-pressure environments
• Are organized, responsive, and detail-driven
• Experience with U.S.-based home services companies
• Familiarity with:

• Membership plan upselling
• Service agreements

• Experience working with remote/offshore teams
• Exposure to Northeast U.S. customer base