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Customer Service & Dispatch Coordinator - (HVAC & Trades) at Pavago. Job Title:. Customer Service & Dispatch Coordinator (HVAC & Trades). Position Type:. Full-Time, Remote. Working Hours:. U.S. business hours (EST). 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. . Interview Process:. Initial Phone Screen . Video Interview with Pavago Recruiter . Practical Assessment (e.g., dispatching or CRM scenario) . Client Interview . Offer & Onboarding. Company Location: South Africa.