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Customer Service & Dispatch Coordinator - (HVAC & Trades)

2 hours, 29 minutes ago
Latin America, Philippines
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023
View All Jobs 462

Description

  • Handle high-volume inbound customer calls, emails, and chats from inquiry through job completion.
  • Schedule and dispatch HVAC, plumbing, and electrical technicians based on availability, geography, urgency, and skill set.
  • Monitor active jobs and adjust schedules, appointments, and technician coverage in real time.
  • Communicate service updates, technician ETAs, delays, and schedule changes to customers and technicians.
  • Maintain accurate customer records, job statuses, service notes, invoices, and documentation in ServiceTitan or similar systems.
  • Track booking rates, call volume, scheduling efficiency, technician utilization, and other operational metrics.
  • Resolve customer concerns and scheduling conflicts professionally and follow issues through resolution.
  • Explain membership and maintenance plans, support booking conversion, and promote customer retention.
  • Coordinate between office teams and field technicians while identifying workflow bottlenecks and process improvements.

Requirements

  • 2+ years of customer service and dispatching experience in HVAC, plumbing, electrical, or home services.
  • Hands-on experience scheduling and dispatching field technicians.
  • Experience with ServiceTitan or similar field service management software.
  • Strong spoken and written English communication skills.
  • Ability to manage high-volume calls, multitask, and reprioritize competing demands.
  • Strong organizational, time-management, and documentation skills.
  • Ability to remain calm and professional during escalations and scheduling disruptions.
  • Reliable high-speed internet and a professional remote work setup.
  • Availability to work U.S. business hours in EST.
  • Experience with U.S.-based home services companies, homeowner memberships, distributed teams, or high-volume call centers preferred.
  • Familiarity with VOIP systems, CRM platforms, scheduling tools, email, and chat platforms preferred.
  • Completion of a required Spark Hire one-way video interview and dispatching/CRM practical assessment.

Benefits

  • Full-time, fully remote position with LATAM candidates preferred.
  • Opportunity to work across HVAC, plumbing, and electrical service operations.
  • Career growth paths toward senior dispatch, dispatch management, customer service management, or field operations.
  • Direct ownership of measurable customer experience and operational performance outcomes.

Interested in this position?

Apply directly on the company website

Apply Now

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