Customer Service & Dispatch Coordinator - (HVAC & Trades)

Customer Service & Dispatch Coordinator (HVAC, Plumbing, Electrical) – Remote | EST Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST) About the Role We’re hiring a Customer Service & Dispatch Coordinator to manage inbound customer communication and coordinate field service operations for a U.S.-based home services business. This is not a basic support role — you are the operational hub of the business. You will handle high-volume calls, schedule jobs, and ensure technicians are dispatched efficiently in real time. If you thrive in fast-paced, high-pressure environments and can manage multiple moving pieces without dropping the ball — this role is built for you. What You’ll Own Customer Communication (High Volume) - 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 Dispatching & Scheduling (Core Responsibility) - 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 CRM & Service Operations Management - 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 Sales Support & Upselling - Introduce and explain membership/service plans - Identify upsell opportunities where appropriate - Support booking efficiency and customer retention Cross-Team Coordination - Work closely with: - Customer service team - Dispatch team - Field technicians - Ensure seamless service delivery across all touchpoints - Improve workflows through clear internal communication What Makes You a Strong Fit - 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 Required Experience & Skills - 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 Nice to Have - 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 What a Typical Day Looks Like - 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 In short: You ensure customers are taken care of and technicians are fully optimized. Key Metrics (KPIs) - Call volume handled + booking conversion rate - Schedule efficiency and technician utilization - CRM accuracy and documentation quality - Customer satisfaction and resolution speed - Consistent follow-through on dispatch tasks Why This Role Stands Out - High ownership and operational impact - Direct influence on revenue and customer experience - Fast-paced environment (never boring) - Clear KPIs and structured workflows - Strong growth path into operations management Interview Process - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Assessment (dispatching/CRM scenario) - Client Interview - Offer & Onboarding Apply Now If you: - Have real dispatch experience - Can handle high-pressure environments - Are organized, responsive, and detail-driven This role is a strong fit.