Customer Service & Dispatch Coordinator - (HVAC & Trades)

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.