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

About the Role:

• We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs.
• The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success in this role.

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.

Ideal Experience & Skills:

• Experience working with U.S.-based home services companies.
• Familiarity with membership or service plan upselling.
• Prior experience supporting remote or offshore teams.
• Exposure to customers in the Northeast U.S. market.

What Does a Typical Day Look Like ?

A Customer Service & Dispatch Coordinator’s day is centered on keeping operations running smoothly and customers informed. You will:

• Handle inbound customer calls, emails, and chats.
• Schedule and dispatch service jobs efficiently.
• Communicate with technicians and customers in real time.
• Monitor job progress and update schedules as needed.
• Maintain accurate CRM records and service documentation.
• Track performance metrics and ensure operational KPIs are met.

In essence: you are the operational hub, ensuring exceptional customer experiences while maximizing technician productivity.

Key Metrics for Success (KPIs)

• Call volume handled and booking conversion rates.
• Accuracy and cleanliness of CRM and service records.
• Schedule efficiency and technician utilization.
• Customer satisfaction and issue resolution effectiveness.
• Consistent follow-through on dispatch and communication tasks.