Customer Service & Dispatch Coordinator - (HVAC & Trades)

1 day, 13 hours ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Handle high-volume inbound customer calls, emails, and chats professionally and efficiently.
  • Serve as the main point of contact from initial inquiry through job completion.
  • Schedule and dispatch HVAC, plumbing, and electrical service appointments.
  • Coordinate technician assignments based on availability, geography, urgency, and skill set.
  • Monitor active jobs throughout the day and adjust schedules in real time when needed.
  • Communicate service updates, delays, ETA changes, and scheduling adjustments proactively.
  • Maintain accurate customer records, job notes, invoices, and service documentation in ServiceTitan or similar CRM systems.
  • Track operational KPIs such as booking rates, call volume, scheduling efficiency, and technician utilization.
  • Support customer retention and membership upselling when appropriate.
  • Collaborate closely with dispatchers, customer service representatives, and field technicians to keep workflows running smoothly.

Requirements

  • 2+ years of customer service and dispatching experience in HVAC, plumbing, electrical, or home services industries.
  • Hands-on experience scheduling and dispatching field technicians.
  • Experience using ServiceTitan or similar field service management software.
  • Strong spoken and written English communication skills.
  • Ability to multitask and manage competing priorities efficiently.
  • High attention to detail and accurate documentation habits.
  • Reliable high-speed internet and a professional remote setup.
  • Comfortable working U.S. business hours (EST).
  • Experience working with U.S.-based home services companies is preferred.
  • Experience supporting offshore or distributed teams is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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