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.