Pavago
HVAC & Trades
CustomerService&DispatchCoordinator(HVAC&Trades)
“Customer Service & Dispatch Coordinator - (HVAC & Trades) at Pavago. Skills: Customer Service, Dispatching, Scheduling, Communication. managing inbound customer communication. coordinating technician schedules”
What You'll Achieve.
ensuring jobs are scheduled efficiently; service issues are resolved quickly; operations run smoothly day-to-day; scheduling efficiency directly impacts customer satisfaction and operational performance; Call handling and booking conversion rates; Schedule efficiency and technician utilization; Accuracy and cleanliness of CRM/service records; Customer satisfaction and issue resolution quality; Timely dispatch execution and follow-through; Reduced scheduling conflicts and missed appointments
Industry & Context.
Resolve customer concerns calmly; solutions-focused during scheduling issues or escalations; Identify scheduling bottlenecks or workflow inefficiencies proactively; Help improve operational organization and customer experience processes
Reliable high-speed internet and professional remote setup, Comfortable working U. S. business hours (EST)
What They're Looking For.
Must Have
2+ years of customer service and dispatching experience in HVAC, plumbing, electrical, or home services industries, Hands-on experience scheduling and dispatching field technicians, Experience using ServiceTitan or similar field service management software, spoken and written English communication skills, Ability to multitask and manage competing priorities efficiently, High attention to detail and accurate documentation habits, Reliable high-speed internet and professional remote setup, Comfortable working U. S. business hours (EST)
Nice to Have
Experience working with U. S. -based home services companies, Familiarity with homeowner memberships or maintenance plan upselling, Experience supporting offshore or distributed teams, Exposure to Northeast U. S. customer service environments, Experience optimizing scheduling efficiency and technician utilization
What You'll Do.
managing inbound customer communication
coordinating technician schedules
dispatching HVAC/plumbing/electrical jobs
ensuring customers stay informed throughout the service process
acting as the communication bridge between customers
and field technicians
scheduling and dispatching HVAC
and electrical service appointments
coordinating technician schedules based on availability
monitoring active jobs throughout the day and adjusting schedules in real time
communicating continuously with technicians regarding assignments
maintaining organized service calendars and dispatch workflows
maintaining accurate customer records and service updates
and service documentation for completeness and accuracy
ensuring all customer communication and dispatch activity is logged correctly
tracking operational KPIs including booking rates
and scheduling efficiency
maintaining organized records and clean dispatch documentation
explaining homeowner membership plans or service programs
supporting customer retention and recurring revenue initiatives
helping maximize booking conversion opportunities through communication and follow-through
coordinating closely with dispatchers
customer service representatives
and field technicians
supporting smooth communication between office operations and field teams
identifying scheduling bottlenecks or workflow inefficiencies proactively
helping improve operational organization and customer experience processes
How You'll Work.
Team & Collaboration
Coordinate closely with dispatchers, customer service representatives, and field technicians; Support smooth communication between office operations and field teams
Communication Scope
spoken and written English communication skills; professional communication; empathetic communication; clear communication; calm communication
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