Customer Service Representative / Dispatcher

2 weeks, 6 days 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

  • Answer inbound customer calls, messages, and service inquiries professionally and efficiently.
  • Provide appointment availability, service updates, and general customer support.
  • Handle customer concerns with empathy and escalate issues when needed.
  • Monitor and respond to customer messages across channels, including social media.
  • Schedule service appointments accurately in ServiceTitan.
  • Coordinate technician schedules and dispatch technicians to job sites.
  • Manage appointment reschedules, cancellations, and schedule changes.
  • Ensure technicians receive complete and accurate job information before dispatch.
  • Review service requests and open tickets to ensure jobs are properly booked and assigned.
  • Maintain accurate customer records, notes, call dispositions, follow-up tasks, and documentation in ServiceTitan and internal systems.
  • Support reporting, tracking, operational follow-up, and administrative tasks related to customer service and dispatch operations.

Requirements

  • Previous experience in customer service and dispatching roles.
  • Experience in HVAC, plumbing, electrical, home services, or trade services industries.
  • Experience handling high-volume inbound customer calls.
  • Strong understanding of scheduling and dispatch coordination processes.
  • Experience managing emergency or urgent service requests.
  • Proficiency with ServiceTitan.
  • Strong working knowledge of Microsoft Excel and Google Sheets.
  • Excellent verbal and written English communication skills.
  • Strong attention to detail, organization, multitasking, and prioritization skills.
  • Experience supporting U.S.-based home service businesses is preferred.
  • Experience managing customer communications through social media channels is preferred.
  • Additional customer service or dispatch certifications are preferred.
  • Experience with CRM and service management platforms beyond ServiceTitan is preferred.

Benefits

  • Full-time remote position.
  • Working hours aligned with U.S. business hours.

Interested in this position?

Apply directly on the company website

Apply Now

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