Customer Service & Dispatch Coordinator (HVAC, Plumbing, Electrical) – Remote | EST
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
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
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.
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