Customer Service & Dispatch Coordinator (HVAC & Trades) at Pavago

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 updates are logged consistently.

Sales Support & Upselling

• Explain and upsell homeowner membership or service plans when appropriate.
• Support operational goals by maximizing booking efficiency and customer retention.

Collaboration & Coordination

• Coordinate closely with customer service, dispatch, and field teams to ensure seamless service delivery.
• Support internal communication to improve workflow efficiency and customer satisfaction.

What Makes You a Perfect Fit:

• Customer-centric with a strong service mindset.
• Highly organized and detail-oriented with excellent follow-through.
• Confident handling high call volumes in a fast-paced environment.
• Calm, resilient, and adaptable under pressure.
• Process-driven and comfortable working independently in a remote setting.

Required Experience & Skills (Minimum):

• 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).
• Strong 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.