• Job Description

  Req#: D748282131
  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.

• About the company

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