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Customer Service & Dispatch Coordinator - (HVAC & Trades)

14 hours, 37 minutes ago
Mexico, Argentina, Jamaica, Colombia, Costa Rica
Full-time
Junior
Customer Support
Customer and Technical Support
CRM
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 368

Description

  • Handle high-volume inbound customer interactions by phone, email, and chat.
  • Book service appointments and coordinate schedules based on customer and technician availability.
  • Dispatch HVAC, plumbing, electrical, and other home service jobs using technician skills, location, and workload.
  • Monitor active jobs, technician schedules, and daily dispatch calendars throughout the day.
  • Communicate confirmations, delays, schedule changes, and arrival updates to customers and technicians.
  • Update ServiceTitan or similar CRM platforms with customer records, job notes, appointments, and status changes.
  • Review service documentation, invoices, and job records for completeness and accuracy.
  • Support membership and service plan conversations when appropriate.
  • Track operational metrics such as call volume, booking rates, dispatch efficiency, and customer satisfaction.
  • Coordinate closely with customer service, dispatch, technicians, and operations leadership.

Requirements

  • 2+ years of customer service and dispatch experience in home services or skilled trades.
  • Hands-on experience scheduling and dispatching field service technicians.
  • Experience in HVAC, plumbing, electrical, home services, or field services.
  • Experience using ServiceTitan or a similar field service/CRM platform.
  • Strong experience handling high-volume customer calls.
  • Excellent spoken and written English communication.
  • Strong scheduling, organization, multitasking, and attention-to-detail skills.
  • Ability to manage multiple technicians, customers, and appointments simultaneously.
  • Comfort working independently during U.S. EST business hours.
  • Reliable high-speed internet, audio/video capabilities, and a fast computer for remote work.
  • Direct ServiceTitan experience preferred.
  • Experience with U.S.-based HVAC or home services companies preferred.
  • Experience supporting customers in the Northeast U.S. preferred.
  • Familiarity with homeowner membership or maintenance plan upselling preferred.
  • Experience tracking booking and dispatch KPIs preferred.
  • Experience coordinating emergency or same-day service calls preferred.
  • Previous remote experience with U.S.-based or distributed teams preferred.

Benefits

  • Full-time remote role.
  • Work U.S. business hours (EST).
  • Direct impact on customer experience and daily field operations.
  • Hands-on exposure to U.S. HVAC and home services operations.
  • Clear performance metrics and operational responsibilities.
  • Growth opportunities into senior dispatch and operations roles.

Interested in this position?

Apply directly on the company website

Apply Now

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