Pavago
Staffing and Recruiting
CustomerServiceRepresentative/Dispatcher
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Representative / Dispatcher at Pavago. Skills: Customer Service, Dispatching, Scheduling, ServiceTitan. Serve as frontline point of contact. Ensure efficient scheduling”
What You'll Achieve.
Appointment booking accuracy; Technician schedule utilization; Customer satisfaction; Response times; Call handling efficiency; Dispatch accuracy; Technician communication; Timely follow-up; Task completion; Data accuracy within ServiceTitan; Data accuracy within internal systems
Industry & Context.
Solution-focused
What They're Looking For.
Must Have
Previous experience in Customer Service, Previous experience in Dispatching roles, Experience working within HVAC, Experience working within Plumbing, Experience working within Electrical, Experience working within Home Services, Experience working within Trade Services industries, Experience handling high-volume inbound customer calls, Understanding of scheduling and dispatch coordination processes, Experience managing emergency or urgent service requests, Proficiency with ServiceTitan, Working knowledge of Microsoft Excel, Working knowledge of Google Sheets, Excellent verbal English communication skills, Excellent written English communication skills, Attention to detail, Organizational skills, Ability to multitask, Ability to prioritize effectively
Nice to Have
Experience supporting U.S.-based home service businesses, Experience managing customer communications through social media channels, Additional customer service certifications, Additional dispatch certifications, Experience with CRM platforms, Experience with service management platforms beyond ServiceTitan
What You'll Do.
Serve as frontline point of contact
Ensure efficient scheduling
Ensure efficient dispatch coordination
Handle inbound customer inquiries
Schedule appointments
Coordinate technician dispatches
Ensure customers receive timely updates
Answer inbound customer calls
Answer inbound customer messages
Answer inbound service inquiries professionally
Answer inbound service inquiries efficiently
Provide customers with appointment availability
Provide customers with service updates
Provide customers with general support
Handle customer concerns with empathy
Ensure timely resolution of concerns
Ensure escalation of concerns when necessary
Monitor customer messages
Respond to customer messages
Schedule service appointments accurately
Coordinate technician schedules
Dispatch technicians to job sites efficiently
Manage appointment reschedules
Manage appointment cancellations
Manage schedule adjustments
Ensure technicians receive complete job information
Ensure technicians receive accurate job information
Review service requests
Ensure all jobs are properly booked
Ensure all jobs are properly assigned
Maintain accurate customer records
Maintain accurate notes
Maintain accurate call dispositions
Maintain accurate follow-up tasks
Monitor open service tickets
Ensure nothing falls through the cracks
Support daily operational workflows
Improve service efficiency
Improve customer satisfaction
Maintain accurate documentation within ServiceTitan
Maintain accurate documentation within internal systems
Assist with reporting
Assist with operational follow-up activities
Support internal teams with administrative tasks
Ensure all customer interactions are recorded
Ensure all service updates are recorded
How You'll Work.
Team & Collaboration
Coordinate with technicians; Support internal teams
Communication Scope
Customer communication; Technician communication; Verbal communication; Written communication
Full Job Description
### Customer Service Representative / Dispatcher **Position Type:** Full-Time, Remote **Working Hours:** U.S. Business Hours ### About the Role We’re hiring a Customer Service Representative / Dispatcher to serve as the frontline point of contact for customers while ensuring efficient scheduling and dispatch coordination for service technicians. This is a fast-paced role that requires strong communication skills, excellent organization, and the ability to manage multiple priorities simultaneously. You will be responsible for handling inbound customer inquiries, scheduling appointments, coordinating technician dispatches, and ensuring customers receive timely updates throughout the service process. We are looking for someone who thrives in a customer-focused environment, remains calm under pressure, and has prior experience supporting HVAC, plumbing, electrical, or home service businesses. ### What You'll Be Doing ### Customer Service & Client Communication * Answer inbound customer calls, messages, and service inquiries professionally and efficiently. * Provide customers with appointment availability, service updates, and general support. * Handle customer concerns with empathy while ensuring timely resolution or escalation when necessary. * Monitor and respond to customer messages across communication channels, including social media platforms. ### Scheduling & Dispatch Coordination * Schedule service appointments accurately within ServiceTitan. * Coordinate technician schedules and dispatch technicians to job sites efficiently. * Manage appointment reschedules, cancellations, and schedule adjustments. * Ensure technicians receive complete and accurate job information before dispatch. ### Service Operations Support * Review inbound calls and service requests to ensure all jobs are properly booked and assigned. * Maintain accurate customer records, notes, call dispositions, and follow-up tasks. * Monitor open service tickets and ensure nothing falls through the crac
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