Pavago
HVAC & Trades
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. 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.
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, 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
Dispatch technicians efficiently
Act as primary point of contact
Provide proactive updates
Manage difficult customers
Schedule and dispatch jobs
Assign jobs based on criteria
Maintain and optimize schedules
Adjust dispatch plans in real time
Communicate continuously with technicians
Maintain accurate records in CRM
Ensure interactions and updates logged
Introduce and explain membership plans
Identify upsell opportunities
Support booking efficiency and retention
Work closely with internal teams
Ensure seamless service delivery
Improve workflows through communication
How You'll Work.
Team & Collaboration
Work closely with customer service team; Work closely with dispatch team; Work closely with field technicians; Ensure seamless service delivery across touchpoints; Improve workflows through clear internal communication
Communication Scope
English communication (verbal + written)
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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