Customer Service & Dispatch Coordinator - (HVAC & Trades)

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.