Pavago
Staffing and Recruiting
CustomerService&DispatchCoordinator
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service & Dispatch Coordinator at Pavago. Skills: Customer Communication, Dispatching & Scheduling, CRM & Service Operations Management, Sales Support & Upselling, Cross-Team Coordination. Manage inbound customer communication. Coordinate field service operations”
What You'll Achieve.
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
Industry & Context.
Reliable internet and professional remote setup
What They're Looking For.
Must Have
2+ years experience in customer service + dispatching, 2+ years experience in HVAC, plumbing, electrical, or home services industry, Hands-on experience scheduling and dispatching technicians, Experience with ServiceTitan or similar tools, 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, Familiarity with service agreements, Experience working with remote/offshore teams, Exposure to Northeast U. S. customer base
What You'll Do.
Manage inbound customer communication
Coordinate field service operations
Handle high-volume calls
Ensure technicians are dispatched efficiently in real time
Act as the primary point of contact from inquiry to job completion
Provide proactive updates on scheduling
Manage difficult or frustrated customers calmly while maintaining service quality
Schedule and dispatch HVAC
Assign jobs based on technician availability
Maintain and optimize daily/weekly schedules
Adjust dispatch plans in real time as jobs change
Communicate continuously with field technicians
Maintain accurate records in ServiceTitan or similar CRM/dispatch platforms
service documentation
Ensure all interactions and updates are properly logged
Introduce and explain membership/service plans
Identify upsell opportunities where appropriate
Support booking efficiency and customer retention
Work closely with customer service team
Ensure seamless service delivery across all touchpoints
Improve workflows through clear internal communication
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
How You'll Work.
Team & Collaboration
Work closely with customer service team, dispatch team, field technicians; Ensure seamless service delivery across all touchpoints; Improve workflows through clear internal communication; Communicate continuously with field technicians
Communication Scope
English communication (verbal + written); Handle inbound calls, emails, and chats; Provide proactive updates; Communicate continuously with field technicians; Clear internal communication
Full Job Description
### **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 servi
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