Pavago
Staffing and Recruiting
CustomerService&DispatchCoordinator
“Customer Service & Dispatch Coordinator at Pavago. Skills: Customer Service, Dispatching, Scheduling, ServiceTitan. Manage high-volume customer communication, scheduling, and technician dispatch. Act as the central hub between customers and field technicians”
What You'll Achieve.
High call handling and booking conversion rates; Accurate and clean CRM/service records; Efficient scheduling and high technician utilization; Customer satisfaction and issue resolution; Reliable execution of dispatch and communication workflows; Support revenue goals through booking optimization and retention
Industry & Context.
Manage escalations and frustrated customers with professionalism; Monitor job progress and adjust schedules in real time
Reliable high-speed internet and professional workstation setup, Comfortable working remote during U. S. EST hours
What They're Looking For.
Must Have
2+ years of experience in customer service and dispatching (HVAC, plumbing, or trades), Hands-on experience scheduling and dispatching service technicians, Proficiency with ServiceTitan or similar field service CRM, spoken and written English communication skills, Ability to handle high call volumes and multitask effectively, Highly organized with attention to detail, Reliable high-speed internet and professional workstation setup, Comfortable working remote during U. S. EST hours
Nice to Have
Experience with U. S. -based home services companies, Familiarity with membership/service plan upselling, Experience working with remote or offshore teams, Exposure to customers in the Northeast U. S. market
What You'll Do.
Manage high-volume customer communication
and technician dispatch
Act as the central hub between customers and field technicians
Ensure jobs are scheduled efficiently and customers stay informed
Handle high-volume inbound interactions via phone
Serve as the primary point of contact from inquiry to job completion
Communicate service updates
and changes proactively
Manage escalations and frustrated customers with professionalism
Schedule and dispatch HVAC
and electrical service jobs
Assign technicians based on availability
Maintain daily and weekly service calendars
Monitor job progress and adjust schedules in real time
Coordinate continuously with field technicians
Maintain accurate records in ServiceTitan (or similar CRM)
and service documentation
Track operational metrics
Ensure all interactions and updates are properly logged
Promote and upsell homeowner memberships or service plans
Support revenue goals through booking optimization and retention
Work closely with customer service teams
Improve internal workflows and communication efficiency
How You'll Work.
Team & Collaboration
Act as the central hub between customers and field technicians; Coordinate continuously with field technicians; Work closely with customer service teams, dispatch teams, field technicians; Improve internal workflows and communication efficiency
Communication Scope
spoken and written English communication skills; professionalism in handling escalations and frustrated customers; proactive communication of service updates, delays, and changes
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