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

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