Customer Service & Dispatch Coordinator - (HVAC & Trades)

4 hours, 7 minutes 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 communications via phone, email, and chat with professionalism and empathy.
  • Serve as the primary point of contact from initial customer inquiry through job completion.
  • Proactively communicate service updates, delays, and schedule changes to customers.
  • Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skills, and location.
  • Maintain daily and weekly service calendars to support efficient routing and coverage.
  • Monitor job progress and adjust schedules in real time as needed.
  • Communicate continuously with field technicians regarding job assignments and updates.
  • Maintain accurate and up-to-date records in the CRM system, such as ServiceTitan or similar.
  • Review job notes, invoices, and service documentation for accuracy and completeness.
  • Track call volume, booking rates, and service metrics to support operational KPIs.
  • Explain and upsell homeowner membership or service plans when appropriate.
  • Coordinate closely with customer service, dispatch, and field teams to improve workflow efficiency and customer satisfaction.

Requirements

  • 2+ years of experience in customer service and dispatching within home services or trades industries.
  • Hands-on experience scheduling and dispatching service technicians.
  • Proficiency with CRM and field service management tools such as ServiceTitan or similar.
  • Strong spoken and written English communication skills.
  • Ability to multitask, prioritize, and manage competing demands effectively.
  • High attention to detail and commitment to accurate documentation.
  • Reliable high-speed internet with audio and video capabilities.
  • Fast, reliable computer suitable for professional business use.
  • Experience working with U.S.-based home services companies (ideal).
  • Familiarity with membership or service plan upselling (ideal).
  • Prior experience supporting remote or offshore teams (ideal).
  • Exposure to customers in the Northeast U.S. market (ideal).

Interested in this position?

Apply directly on the company website

Apply Now

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