Pavago
home services
CustomerService&DispatchCoordinator-(HVAC&Trades)
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Service & Dispatch Coordinator - (HVAC & Trades) at Pavago. Skills: customer service, dispatching, scheduling, CRM management, communication. Handle high-volume inbound customer interactions via phone, email, and chat with professionalism and empathy. Serve as the primary point of contact from initial customer inquiry through job completion”
What You'll Achieve.
Call volume handled and booking conversion rates; Accuracy and cleanliness of CRM and service records; Schedule efficiency and technician utilization; Customer satisfaction and issue resolution effectiveness; Consistent follow-through on dispatch and communication tasks; maximizing technician productivity
Industry & Context.
Ability to multitask, prioritize, and manage competing demands effectively; Manage stressed or frustrated customers calmly
Reliable high-speed internet with audio and video capabilities, Fast, reliable computer suitable for professional business use
What They're Looking For.
Must Have
2+ years of experience in customer service and dispatching within home services or trades industries, Hands-on experience with dispatching and scheduling service technicians, Proficiency with CRM and field service management tools (ServiceTitan or similar), spoken and written English communication skills, Ability to multitask, prioritize, and manage competing demands effectively, High attention to detail and commitment to accurate documentation, Reliable high-speed internet with audio and video capabilities, Fast, reliable computer suitable for professional business use
Nice to Have
Experience working with U. S. -based home services companies, Familiarity with membership or service plan upselling, Prior experience supporting remote or offshore teams, Exposure to customers in the Northeast U. S. market
What You'll Do.
Handle high-volume inbound customer interactions via phone
and chat with professionalism and empathy
Serve as the primary point of contact from initial customer inquiry through job completion
Proactively communicate service updates
and changes to customers
Manage stressed or frustrated customers calmly while maintaining a positive customer experience
Schedule and dispatch HVAC
and electrical service jobs based on technician availability
and geographic location
Maintain daily and weekly service calendars to ensure optimal routing and coverage
Monitor job progress and adjust schedules in real time as needed
Communicate continuously with field technicians regarding job assignments and updates
Maintain accurate and up-to-date records in the CRM system (ServiceTitan or similar)
and service documentation for accuracy and completeness
and service metrics to support operational KPIs
Ensure all customer interactions and job updates are logged consistently
Explain and upsell homeowner membership or service plans when appropriate
Support operational goals by maximizing booking efficiency and customer retention
Coordinate closely with customer service
and field teams to ensure seamless service delivery
Support internal communication to improve workflow efficiency and customer satisfaction
How You'll Work.
Team & Collaboration
Coordinate closely with customer service, dispatch, and field teams to ensure seamless service delivery; Support internal communication to improve workflow efficiency and customer satisfaction; Communicate continuously with field technicians regarding job assignments and updates
Communication Scope
spoken and written English communication skills; professionalism; empathy; clear communication
Full Job Description
**Job Title:** Customer Service & Dispatch Coordinator (HVAC & Trades) **Position Type:** Full-Time, Remote **Working Hours:** U.S. business hours (EST) **About the Role:** We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success in this role. **Responsibilities:** **Customer Service & Communication** * Handle high-volume inbound customer interactions via phone, email, and chat with professionalism and empathy. * Serve as the primary point of contact from initial customer inquiry through job completion. * Proactively communicate service updates, delays, and changes to customers. * Manage stressed or frustrated customers calmly while maintaining a positive customer experience. **Dispatching & Scheduling** * Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skills, and geographic location. * Maintain daily and weekly service calendars to ensure optimal routing and coverage. * Monitor job progress and adjust schedules in real time as needed. * Communicate continuously with field technicians regarding job assignments and updates. **CRM & Administrative Management** * Maintain accurate and up-to-date records in the CRM system (ServiceTitan or similar). * Review job notes, invoices, and service documentation for accuracy and completeness. * Track call volume, booking rates, and service metrics to support operational KPIs. * Ensure all customer interactions and job
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