Customer Service & Dispatch Coordinator – HVAC & Trades | Remote

Position Type: Full-Time, Remote

Location: Remote (LATAM Preferred)

Working Hours: U.S. Business Hours (EST)

About the Role

At Pavago, one of our clients is hiring a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a fast-paced U.S.-based home services company.

This role sits at the center of customer service, technician dispatching, scheduling, and field operations. You’ll manage high-volume inbound customer communication, coordinate HVAC, plumbing, and electrical service appointments, and ensure customers and technicians stay informed throughout the service process.

This is not a passive customer support role. You’ll need to think quickly, adjust schedules in real time, resolve customer concerns, and understand how efficient dispatching directly impacts technician utilization, customer satisfaction, and operational performance.

If you have hands-on dispatching experience in HVAC, plumbing, electrical, or home services and thrive in fast-moving environments, this role is a strong fit.

What You’ll Own

Customer Service & Communication

• Handle high-volume inbound customer calls, emails, and chats professionally and efficiently

• Serve as a primary point of contact from initial inquiry through job completion

• Assist customers with service requests and appointment scheduling

• Communicate:

  • Service updates
  • Technician ETAs
  • Delays
  • Schedule changes
  • Appointment adjustments

• Proactively keep customers informed throughout the service process

• Resolve customer concerns calmly and professionally

• Maintain clear, empathetic, and solutions-focused communication across every interaction

Dispatching & Technician Scheduling

• Schedule and dispatch HVAC, plumbing, and electrical service appointments

• Coordinate technician schedules based on:

  • Availability
  • Geography
  • Job urgency
  • Technician skill set

• Monitor active jobs throughout the day

• Adjust schedules in real time as priorities or circumstances change

• Communicate continuously with technicians regarding assignments, updates, and schedule changes

• Handle scheduling conflicts and coverage issues quickly

• Maintain organized service calendars and dispatch workflows

• Help maximize technician productivity and scheduling efficiency

CRM & Operational Coordination

• Maintain accurate customer and service records in ServiceTitan or similar field service management systems

• Update job statuses, service notes, and customer information

• Review job notes, invoices, and service documentation for completeness and accuracy

• Ensure customer communication and dispatch activity is logged correctly

• Maintain clean, organized dispatch documentation

• Track operational performance, including:

  • Booking rates
  • Call volume
  • Scheduling efficiency
  • Technician utilization

• Ensure records remain accurate and current throughout the service lifecycle

Sales Support & Membership Upselling

• Explain homeowner membership plans or service programs when appropriate
• Identify opportunities to support customer retention and recurring revenue
• Help maximize booking conversion through strong communication and follow-through
• Answer customer questions regarding available service plans
• Support membership and maintenance-plan initiatives without compromising the customer experience

Team Collaboration & Workflow Support

• Coordinate closely with dispatchers, customer service representatives, and field technicians
• Maintain smooth communication between office operations and field teams
• Track outstanding operational issues through resolution
• Proactively identify scheduling bottlenecks or workflow inefficiencies
• Help improve dispatch organization and customer experience processes
• Support reliable day-to-day service delivery across the team

Requirements

• 2+ years of customer service and dispatching experience within:

  • HVAC
  • Plumbing
  • Electrical
  • Home Services

• Hands-on experience scheduling and dispatching field technicians

• Experience using ServiceTitan or similar field service management software

• Strong spoken and written English communication skills

• Comfortable handling high-volume customer calls

• Ability to multitask and manage competing priorities efficiently

• Strong organizational and time-management skills

• High attention to detail and accurate documentation habits

• Ability to remain calm and professional during customer escalations or scheduling disruptions

• Reliable high-speed internet and professional remote work setup

• Comfortable working U.S. business hours (EST)

Preferred Experience

• Experience working with U.S.-based home services companies
• Familiarity with homeowner memberships or maintenance-plan upselling
• Experience supporting offshore or distributed teams
• Exposure to Northeast U.S. customer service environments
• Experience optimizing scheduling efficiency and technician utilization
• Experience working in high-volume service or call-center environments

Tools & Technology

ServiceTitan | Field Service Management Software | CRM Systems | Scheduling & Dispatch Tools | VOIP/Phone Systems | Email & Chat Platforms

What Makes You a Strong Fit

You’ll likely thrive in this role if you:

• Have a customer-first mindset and communicate professionally
• Are highly organized and detail-oriented under pressure
• Are comfortable handling high call volumes in fast-paced environments
• Can coordinate multiple technicians, customers, and appointments simultaneously
• Stay calm and solutions-focused during scheduling issues or escalations
• Understand how geography, urgency, and technician skill sets affect dispatch decisions
• Proactively communicate delays instead of waiting for customers to ask
• Follow through consistently and take ownership of problems through resolution
• Can quickly reprioritize when the day’s schedule changes unexpectedly

What a Typical Day Looks Like

You might start your day by reviewing the service schedule, technician availability, active jobs, and outstanding customer requests.

Throughout the day, you’ll handle inbound customer calls, schedule appointments, dispatch technicians based on availability and priority, monitor active jobs, and adjust schedules as circumstances change.

You’ll also communicate ETA changes and delays to customers, update ServiceTitan or other CRM records, review service documentation, and coordinate with field technicians and internal teams.

In short: you are the operational hub that keeps customer communication, scheduling, and technician coordination running efficiently.

Key Metrics for Success

• Call handling and booking conversion rates
• Schedule efficiency and technician utilization
• Timely and accurate dispatch execution
• Customer satisfaction and issue-resolution quality
• CRM and service-record accuracy
• Reduced scheduling conflicts and missed appointments
• Speed and accuracy of schedule adjustments
• Membership or service-plan conversion support
• Consistent operational follow-through

Why This Role Stands Out

• Direct impact on both customer experience and field operations

• Hands-on ownership of technician scheduling and dispatch

• Exposure to HVAC, plumbing, and electrical service operations

• Opportunity to work with platforms such as ServiceTitan

• Clear, measurable operational KPIs

• Fully remote opportunity with LATAM candidates preferred

• Career growth opportunities into:

  • Senior Dispatch Coordinator
  • Dispatch Manager
  • Customer Service Manager
  • Field Operations
  • Home Services Operations

Interview Process

1. Initial Application
2. Spark Hire One-Way Video Interview
3. Video Interview with Pavago Recruiter
4. Practical Assessment – Dispatching / CRM Scenario
5. Client Interview
6. Offer & Onboarding

Spark Hire Video Interview – Required

As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.

After completing the first step of your application, you’ll receive a Spark Hire invitation by email with instructions to record and submit your video responses.

Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.

Apply Now

If you have hands-on experience in HVAC, plumbing, electrical, or home-services dispatching, are comfortable coordinating field technicians, and know how to deliver a strong customer experience in a fast-moving environment, we’d love to hear from you.

Apply today and help keep customers informed, technicians productive, and service operations running smoothly from initial booking through job completion.

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