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.