About this Customer Service & Dispatch Coordinator - (HVAC & Trades) role at Pavago
Pavago · Remote · Philippines
Customer Service & Dispatch Coordinator (HVAC, Scheduling, ServiceTitan – Remote, EST Hours)
About the Role
We’re hiring a Customer Service & Dispatch Coordinator to manage high-volume customer communication, scheduling, and technician dispatch for a U.S.-based home services business.
In this role, you’ll act as the central hub between customers and field technicians, ensuring jobs are scheduled efficiently and customers stay informed every step of the way.
If you have experience in HVAC, plumbing, electrical dispatching, and customer service, and thrive in fast-paced environments — this role is for you.
Responsibilities
Customer Service & Communication
- Handle high-volume inbound interactions via:
- Phone
- Chat
- Serve as the primary point of contact from inquiry to job completion
- Communicate service updates, delays, and changes proactively
- Manage escalations and frustrated customers with professionalism
Dispatching & Scheduling
- Schedule and dispatch HVAC, plumbing, and electrical service jobs
- Assign technicians based on:
- Availability
- Skill set
- Location
- Maintain daily and weekly service calendars
- Monitor job progress and adjust schedules in real time
- Coordinate continuously with field technicians
CRM & Administrative Management
- Maintain accurate records in:
- ServiceTitan (or similar CRM)
- Review job notes, invoices, and service documentation
- Track operational metrics:
- Call volume
- Booking rates
- Job completion updates
- Ensure all interactions and updates are properly logged
Sales Support & Upselling
- Promote and upsell homeowner memberships or service plans
- Support revenue goals through booking optimization and retention
Collaboration & Coordination
- Work closely with:
- Customer service teams
- Dispatch teams
- Field technicians
- Improve internal workflows and communication efficiency
Requirements
- 2+ years of experience in customer service and dispatching (HVAC, plumbing, or trades)
- Hands-on experience scheduling and dispatching service technicians
- Proficiency with:
- ServiceTitan or similar field service CRM
- Strong spoken and written English communication skills
- Ability to handle high call volumes and multitask effectively
- Highly organized with strong attention to detail
- Reliable high-speed internet and professional workstation setup
- Comfortable working remote during U.S. EST hours
Nice to Have
- Experience with U.S.-based home services companies
- Familiarity with membership/service plan upselling
- Experience working with remote or offshore teams
- Exposure to customers in the Northeast U.S. market
Tools & Tech
- ServiceTitan (or similar field service CRM)
- Phone / Email / Chat systems
- Scheduling and dispatch platforms
Why Join
- Play a key role in daily operations and customer experience
- Work in a fast-paced, high-impact service environment
- Build expertise in dispatching, scheduling, and operations management
- Opportunity to grow within home services operations
- Fully remote role with structured workflows
What Success Looks Like
- High call handling and booking conversion rates
- Accurate and clean CRM/service records
- Efficient scheduling and high technician utilization
- Strong customer satisfaction and issue resolution
- Reliable execution of dispatch and communication workflows
Apply Now
If you’re a Customer Service & Dispatch Coordinator who can manage schedules, support customers, and keep operations running smoothly, we’d love to hear from you.
Apply now and help deliver efficient, high-quality service experiences.
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