Customer Service & Dispatch Coordinator - (HVAC & Trades)

Job Title: Customer Service & Dispatch Coordinator (HVAC & Trades)

Position Type: Full-Time, Remote

Working Hours: U.S. business hours (EST)

About the Role:

We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs.

The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success in this role.

Responsibilities:

Customer Service & Communication

• Handle high-volume inbound customer interactions via phone, email, and chat with professionalism and empathy.

• Serve as the primary point of contact from initial customer inquiry through job completion.

• Proactively communicate service updates, delays, and changes to customers.

• Manage stressed or frustrated customers calmly while maintaining a positive customer experience.

Dispatching & Scheduling

• Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skills, and geographic location.

• Maintain daily and weekly service calendars to ensure optimal routing and coverage.

• Monitor job progress and adjust schedules in real time as needed.

• Communicate continuously with field technicians regarding job assignments and updates.

CRM & Administrative Management

• Maintain accurate and up-to-date records in the CRM system (ServiceTitan or similar).

• Review job notes, invoices, and service documentation for accuracy and completeness.

• Track call volume, booking rates, and service metrics to support operational KPIs.

• Ensure all customer interactions and job updates are logged consistently.

Sales Support & Upselling

• Explain and upsell homeowner membership or service plans when appropriate.

• Support operational goals by maximizing booking efficiency and customer retention.

Collaboration & Coordination

• Coordinate closely with customer service, dispatch, and field teams to ensure seamless service delivery.

• Support internal communication to improve workflow efficiency and customer satisfaction.

What Makes You a Perfect Fit:

• Customer-centric with a strong service mindset.

• Highly organized and detail-oriented with excellent follow-through.

• Confident handling high call volumes in a fast-paced environment.

• Calm, resilient, and adaptable under pressure.

• Process-driven and comfortable working independently in a remote setting.

Required Experience & Skills (Minimum):

• 2+ years of experience in customer service and dispatching within home services or trades industries.

• Hands-on experience with dispatching and scheduling service technicians.

• Proficiency with CRM and field service management tools (ServiceTitan or similar).

• Strong spoken and written English communication skills.

• Ability to multitask, prioritize, and manage competing demands effectively.

• High attention to detail and commitment to accurate documentation.

• Reliable high-speed internet with audio and video capabilities.

• Fast, reliable computer suitable for professional business use.

Ideal Experience & Skills:

• Experience working with U.S.-based home services companies.

• Familiarity with membership or service plan upselling.

• Prior experience supporting remote or offshore teams.

• Exposure to customers in the Northeast U.S. market.

What Does a Typical Day Look Like ?

A Customer Service & Dispatch Coordinator’s day is centered on keeping operations running smoothly and customers informed. You will:

• Handle inbound customer calls, emails, and chats.

• Schedule and dispatch service jobs efficiently.

• Communicate with technicians and customers in real time.

• Monitor job progress and update schedules as needed.

• Maintain accurate CRM records and service documentation.

• Track performance metrics and ensure operational KPIs are met.

In essence: you are the operational hub, ensuring exceptional customer experiences while maximizing technician productivity.

Key Metrics for Success (KPIs)

• Call volume handled and booking conversion rates.

• Accuracy and cleanliness of CRM and service records.

• Schedule efficiency and technician utilization.

• Customer satisfaction and issue resolution effectiveness.

• Consistent follow-through on dispatch and communication tasks.

Interview Process:

• Initial Phone Screen

• Video Interview with Pavago Recruiter

• Practical Assessment (e.g., dispatching or CRM scenario)

• Client Interview

• Offer & Onboarding