Pavago
HVAC & Trades
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, Communication. Handle high-volume inbound customer calls, emails, chats. Serve as main point of contact”
What You'll Achieve.
booking rates; call volume; scheduling efficiency; customer satisfaction; 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.
solutions-focused during scheduling issues or escalations
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.
Handle high-volume inbound customer calls
Serve as main point of contact
Communicate service updates
Resolve customer concerns
empathetic communication
Schedule and dispatch HVAC
electrical appointments
Coordinate technician schedules
Monitor active jobs and adjust schedules
Communicate with technicians regarding assignments
Maintain organized service calendars
Maintain accurate customer records
service documentation
Ensure all communication and dispatch activity logged
Track operational KPIs
Maintain organized records
Explain homeowner membership plans
Support customer retention
Help maximize booking conversion opportunities
Coordinate closely with dispatchers
Support smooth communication between office and field
Identify scheduling bottlenecks
Help improve operational organization
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; Maintain clear, professional, and empathetic communication across all interactions
Full Job Description
### **Customer Service & Dispatch Coordinator (HVAC & Trades)** **Position Type:** Full-Time, Remote **Location:** Remote (LATAM Preferred) **Working Hours:** U.S. Business Hours (EST) ### **About the Role** We’re hiring a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a fast-paced U.S.-based home services company. This role is responsible for managing inbound customer communication, coordinating technician schedules, dispatching HVAC/plumbing/electrical jobs, and ensuring customers stay informed throughout the service process. You will act as the communication bridge between customers, dispatch, and field technicians — helping ensure jobs are scheduled efficiently, service issues are resolved quickly, and operations run smoothly day-to-day. This is not a passive customer support role. We’re looking for someone who thrives in high-volume environments, can multitask under pressure, and understands how scheduling efficiency directly impacts customer satisfaction and operational performance. ### **What You’ll Own** ### **Customer Service & Communication** • Handle high-volume inbound customer calls, emails, and chats professionally and efficiently • Serve as the main point of contact from initial inquiry through job completion • Communicate service updates, delays, ETA changes, and scheduling adjustments proactively • Resolve customer concerns calmly while maintaining a strong customer experience • Maintain clear, professional, and empathetic communication across all interactions ### **Dispatching & Scheduling** • Schedule and dispatch HVAC, plumbing, and electrical service appointments • Coordinate technician schedules based on availability, geography, urgency, and skill set • Monitor active jobs throughout the day and adjust schedules in real time when needed • Communicate continuously with technicians regarding assignments, updates, and schedule changes • Maintain organized service calendars and dispatch
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