Customer Service Representative / Dispatcher - Homer Service Industry
Customer Service Representative / Dispatcher (Home Services) – Remote
Customer Service | Dispatch Coordination | ServiceTitan | Home Services
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
At Pavago , one of our clients is hiring a Customer Service Representative / Dispatcher to serve as the primary point of contact for customers while coordinating technician schedules and dispatch operations for a growing home services business.
This is a fast-paced, customer-facing role where you’ll manage inbound inquiries, schedule service appointments, coordinate field technicians, and ensure customers receive timely updates throughout the service process. You’ll play a vital role in keeping daily operations running efficiently while delivering an exceptional customer experience.
The ideal candidate has previous experience supporting HVAC, plumbing, electrical, or other home service companies , thrives under pressure, and is highly organized with excellent communication skills.
What You’ll Own
Customer Service & Client Communication
- Answer inbound customer calls, emails, and service inquiries professionally.
- Assist customers with appointment scheduling, service updates, and general inquiries.
- Resolve customer concerns with empathy while escalating complex issues when appropriate.
- Respond to customer messages across multiple communication channels, including social media.
- Deliver a positive customer experience throughout every interaction.
Scheduling & Dispatch Coordination
- Schedule service appointments accurately using ServiceTitan .
- Coordinate technician schedules and dispatch field technicians efficiently.
- Manage appointment changes, cancellations, and emergency service requests.
- Ensure technicians receive complete and accurate job information before dispatch.
- Optimize technician schedules to maximize efficiency and service quality.
Service Operations Support
- Review incoming service requests and ensure all jobs are properly scheduled.
- Monitor active work orders and open service tickets.
- Maintain accurate customer records, notes, and follow-up tasks.
- Ensure no customer requests or appointments fall through the cracks.
- Support daily operational workflows to improve service delivery.
Administrative & Reporting Support
- Maintain accurate documentation within ServiceTitan and internal systems.
- Update customer records, dispatch notes, and operational logs.
- Assist with reporting, tracking, and operational follow-up activities.
- Support internal teams with administrative tasks related to dispatch and customer service.
Requirements
Must-Have Qualifications
Experience
- Previous experience in Customer Service and Dispatch roles.
- Experience supporting HVAC, Plumbing, Electrical, Home Services, or Trade Services companies.
- Experience handling high-volume inbound customer calls.
- Strong understanding of scheduling and dispatch operations.
- Experience coordinating emergency or urgent service requests.
Technical Skills
- Proficiency with ServiceTitan .
- Strong Microsoft Excel and Google Sheets skills.
- Excellent written and verbal English communication skills.
- Strong organizational skills with exceptional attention to detail.
- Ability to multitask and prioritize effectively in a fast-paced environment.
Nice-to-Have
- Experience supporting U.S.-based home service companies.
- Experience handling customer communication through social media platforms.
- Additional customer service or dispatch certifications.
- Experience using other CRM or field service management platforms.
Tools & Platforms
- ServiceTitan
- Microsoft Excel
- Google Sheets
- CRM & Service Management Platforms
- Microsoft Office
- Google Workspace
What Makes You a Strong Fit
- Highly organized with excellent multitasking abilities.
- Strong verbal and written communication skills.
- Calm, solution-oriented, and composed d