Customer Service & Dispatch Coordinator - (HVAC & Trades)
Pavago· Candidate Sourcing
About this role
Customer Service & Dispatch Coordinator (HVAC, Plumbing, Electrical) – Remote | EST
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
We’re hiring a Customer Service & Dispatch Coordinator to manage inbound customer communication and coordinate field service operations for a U.S.-based home services business.
This is not a basic support role — you are the operational hub of the business.
You will handle high-volume calls, schedule jobs, and ensure technicians are dispatched efficiently in real time.
If you thrive in fast-paced, high-pressure environments and can manage multiple moving pieces without dropping the ball — this role is built for you.
What You’ll Own
Customer Communication (High Volume)
- Handle inbound calls, emails, and chats with professionalism and empathy
- Act as the primary point of contact from inquiry to job completion
- Provide proactive updates on:
- Scheduling
- Delays
- Service changes
- Manage difficult or frustrated customers calmly while maintaining service quality
Dispatching & Scheduling (Core Responsibility)
- Schedule and dispatch HVAC, plumbing, and electrical jobs
- Assign jobs based on:
- Technician availability
- Skillset
- Location
- Maintain and optimize daily/weekly schedules
- Adjust dispatch plans in real time as jobs change
- Communicate continuously with field technicians
CRM & Service Operations Management
- Maintain accurate records in:
- ServiceTitan
- Or similar CRM/dispatch platforms
- Review:
- Job notes
- Invoices
- Service documentation
- Ensure all interactions and updates are properly logged
- Track:
- Call volume
- Booking rates
- Dispatch efficiency
Sales Support & Upselling
- Introduce and explain membership/service plans
- Identify upsell opportunities where appropriate
- Support booking efficiency and customer retention
Cross-Team Coordination
- Work closely with:
- Customer service team
- Dispatch team
- Field technicians
- Ensure seamless service delivery across all touchpoints
- Improve workflows through clear internal communication
What Makes You a Strong Fit
- You are customer-first but operations-driven
- You stay organized under pressure
- You can handle high call volumes without losing accuracy
- You are calm, resilient, and adaptable
- You take ownership and follow through on every task
Required Experience & Skills
- 2+ years experience in:
- Customer service + dispatching
- HVAC, plumbing, electrical, or home services industry
- Hands-on experience scheduling and dispatching technicians
- Experience with:
- ServiceTitan or similar tools
- Strong English communication (verbal + written)
- Ability to multitask and prioritize in real time
- High attention to detail and documentation accuracy
- Reliable internet and professional remote setup
Nice to Have
- Experience with U.S.-based home services companies
- Familiarity with:
- Membership plan upselling
- Service agreements
- Experience working with remote/offshore teams
- Exposure to Northeast U.S. customer base
What a Typical Day Looks Like
- Handle inbound customer calls and messages
- Schedule and dispatch service jobs
- Communicate with technicians throughout the day
- Adjust schedules based on real-time changes
- Update CRM records and job details
- Track performance and support operational KPIs
In short:
You ensure customers are taken care of and technicians are fully optimized.
Key Metrics (KPIs)
- Call volume handled + booking conversion rate
- Schedule efficiency and technician utilization
- CRM accuracy and documentation quality
- Customer satisfaction and resolution speed
- Consistent follow-through on dispatch tasks
Why This Role Stands Out
- High ownership and operational impact
- Direct influence on revenue and customer experience
- Fast-paced environment (never boring)
- Clear KPIs and structured workflows
- Strong growth path into operations management
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Assessment (dispatching/CRM scenario)
- Client Interview
- Offer & Onboarding
Apply Now
If you:
- Have real dispatch experience
- Can handle high-pressure environments
- Are organized, responsive, and detail-driven
This role is a strong fit.
Frequently Asked Questions
Is the salary disclosed for the Customer Service & Dispatch Coordinator - (HVAC & Trades) position at Pavago?
The salary for this Customer Service & Dispatch Coordinator - (HVAC & Trades) role at Pavago is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Is the Customer Service & Dispatch Coordinator - (HVAC & Trades) job at Pavago remote?
Yes, this Customer Service & Dispatch Coordinator - (HVAC & Trades) position at Pavago is remote, with team members based in TELECOMMUTE, United States. You can work from home or anywhere in the supported regions.
Which team or department does the Customer Service & Dispatch Coordinator - (HVAC & Trades) at Pavago belong to?
This Customer Service & Dispatch Coordinator - (HVAC & Trades) position is part of the Candidate Sourcing department at Pavago. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Service & Dispatch Coordinator - (HVAC & Trades) position at Pavago?
Click the "Apply Now" button on this page. You will be redirected to Pavago's official application portal hosted on workable where you can submit your application directly.
When was the Customer Service & Dispatch Coordinator - (HVAC & Trades) job at Pavago posted?
This Customer Service & Dispatch Coordinator - (HVAC & Trades) position at Pavago was posted on May 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Service & Dispatch Coordinator - (HVAC & Trades)
Pavago
You'll be redirected to Pavago's official application page on workable.