Customer Service & Dispatch Coordinator - (HVAC & Trades)
Customer Service & Dispatch Coordinator – HVAC & Home Services
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours – EST
Industry: HVAC, Plumbing, Electrical & Home Services
About the Role
At Pavago , one of our clients is hiring a highly organized and customer-focused Customer Service & Dispatch Coordinator to support a fast-moving U.S.-based home services operation.
This is a hands-on customer service and dispatch role responsible for managing high-volume inbound communication while coordinating HVAC, plumbing, and electrical service appointments.
You’ll serve as the connection between customers and field technicians , ensuring calls are handled professionally, jobs are booked accurately, technicians are dispatched efficiently, and customers stay informed from initial inquiry through job completion.
This role is ideal for someone with direct home services dispatch experience who is comfortable managing busy phones, changing schedules, technician availability, and customer expectations simultaneously.
What You’ll Own
Customer Service & Inbound Call Management
- Handle high-volume inbound customer interactions via phone, email, and chat.
- Respond professionally and empathetically to service inquiries.
- Understand customer needs and accurately capture service details.
- Serve as a primary point of contact throughout the service process.
- Communicate appointment confirmations, technician updates, delays, and schedule changes.
- Handle stressed or frustrated customers calmly and professionally.
- Follow up when necessary to ensure issues are fully resolved.
HVAC & Trades Dispatching
Schedule and dispatch service calls across:
- HVAC
- Plumbing
- Electrical
- Other home service or skilled trades
You will:
- Assign jobs based on technician availability, skills, location, and service requirements.
- Maintain accurate daily and weekly dispatch calendars.
- Monitor technician schedules and active jobs throughout the day.
- Adjust routes and appointments in real time when emergencies, cancellations, delays, or schedule changes occur.
- Communicate job details and updates directly with field technicians.
- Help maximize technician utilization while maintaining a strong customer experience.
Scheduling & Appointment Coordination
- Convert customer inquiries into accurately booked service appointments.
- Coordinate appointment windows based on customer and technician availability.
- Manage cancellations and rescheduling.
- Maintain accurate calendars and prevent scheduling conflicts.
- Prioritize urgent service requests appropriately.
- Keep customers informed when appointment timing changes.
- Ensure no service request or customer follow-up falls through the cracks.
ServiceTitan, CRM & Service Records
Maintain accurate customer and job information inside ServiceTitan or similar field service management platforms .
Responsibilities include:
- Creating and updating customer records.
- Logging calls and customer communication.
- Entering and updating service appointments.
- Maintaining detailed job notes.
- Updating job and dispatch statuses.
- Reviewing service documentation for accuracy.
- Reviewing invoices and job records for completeness.
- Keeping CRM and service data clean, current, and organized.
Membership & Service Plan Support
- Explain homeowner memberships or service plans when appropriate.
- Identify opportunities to introduce relevant service plan benefits.
- Support membership enrollment and customer retention goals.
- Balance upselling opportunities with a customer-first service approach.
Operational Tracking & Performance Support
Track and support key operational metrics such as:
- Call volume
- Booking rates
- Appointment conversion
- Technician utilization
- Dispatch efficiency
- Customer satisfaction
- Service completion
Maintain accurate records that give operations leadership clear visibility into daily performance.
Team