Pavago
Home Services
CustomerService&DispatchCoordinator
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service & Dispatch Coordinator at Pavago. Skills: Customer service, Dispatching, Scheduling, Operations management. Handle high-volume inbound interactions. Serve as primary point of contact”
What You'll Achieve.
High call handling rates; High booking conversion rates; Accurate CRM records; Clean service records; Efficient scheduling; High technician utilization; Customer satisfaction; Reliable dispatch execution; Reliable communication workflows
Industry & Context.
Issue resolution
Remote work, EST hours
What They're Looking For.
Must Have
2+ years customer service, 2+ years dispatching, HVAC dispatching experience, Plumbing dispatching experience, Trades dispatching experience, Schedule service technicians, Dispatch service technicians, ServiceTitan proficiency, English communication skills, Handle high call volumes, Multitask effectively, Highly organized, Attention to detail, Reliable high-speed internet, Professional workstation setup, Work U.S. EST hours
Nice to Have
Experience with U.S.-based home services companies, Membership/service plan upselling experience, Experience with remote teams, Experience with offshore teams, Customers in Northeast U.S. market
What You'll Do.
Handle high-volume inbound interactions
Serve as primary point of contact
Communicate service updates
Communicate service delays
Communicate service changes
Manage frustrated customers
Schedule HVAC service jobs
Schedule plumbing service jobs
Schedule electrical service jobs
Dispatch HVAC service jobs
Dispatch plumbing service jobs
Dispatch electrical service jobs
Assign technicians based on availability
Assign technicians based on skill set
Assign technicians based on location
Maintain daily service calendars
Maintain weekly service calendars
Adjust schedules in real time
Coordinate with field technicians
Maintain accurate records
Review service documentation
Track job completion updates
Promote homeowner memberships
Upsell homeowner memberships
Promote service plans
Support revenue goals
Work with customer service teams
Work with dispatch teams
Work with field technicians
Improve internal workflows
Improve communication efficiency
How You'll Work.
Team & Collaboration
Customer service teams; Dispatch teams; Field technicians
Communication Scope
Spoken English; Written English
Full Job Description
### **Customer Service & Dispatch Coordinator (HVAC, Scheduling, ServiceTitan – Remote, EST Hours)** ### **About the Role** We’re hiring a **Customer Service & Dispatch Coordinator** to manage **high-volume customer communication, scheduling, and technician dispatch** for a U.S.-based home services business. In this role, you’ll act as the **central hub between customers and field technicians** , ensuring jobs are scheduled efficiently and customers stay informed every step of the way. If you have experience in **HVAC, plumbing, electrical dispatching, and customer service** , and thrive in fast-paced environments — this role is for you. ### **Responsibilities** ### **Customer Service & Communication** * Handle high-volume inbound interactions via: * **Phone** * **Email** * **Chat** * Serve as the **primary point of contact** from inquiry to job completion * Communicate service updates, delays, and changes proactively * Manage escalations and frustrated customers with professionalism ### **Dispatching & Scheduling** * Schedule and dispatch **HVAC, plumbing, and electrical service jobs** * Assign technicians based on: * Availability * Skill set * Location * Maintain daily and weekly service calendars * Monitor job progress and adjust schedules in real time * Coordinate continuously with field technicians ### **CRM & Administrative Management** * Maintain accurate records in: * **ServiceTitan (or similar CRM)** * Review job notes, invoices, and service documentation * Track operational metrics: * Call volume * Booking rates * Job completion updates * Ensure all interactions and updates are properly logged ### **Sales Support & Upselling** * Promote and upsell **homeowner memberships or service plans** * Support revenue goals through **booking optimization and retention** ### **Collaboration & Coordination** * Work closely with: * Customer service teams * Dispatch teams * Field technicians * Improve internal workflows and communication efficiency ### **Requirements** *
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