Customer Service & Dispatch Coordinator - (HVAC & Trades)

Customer Service & Dispatch Coordinator (HVAC, Plumbing, Electrical) – Remote | EST

Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST)

About the Role

We’re hiring a Customer Service & Dispatch Coordinator to manage inbound customer communication and coordinate field service operations for a U.S.-based home services business.

This is not a basic support role — you are the operational hub of the business. You will handle high-volume calls, schedule jobs, and ensure technicians are dispatched efficiently in real time.

If you thrive in fast-paced, high-pressure environments and can manage multiple moving pieces without dropping the ball — this role is built for you.

What You’ll Own

Customer Communication (High Volume)

Handle inbound calls, emails, and chats with professionalism and empathy

Act as the primary point of contact from inquiry to job completion

Provide proactive updates on:

Scheduling

Delays

Service changes

Manage difficult or frustrated customers calmly while maintaining service quality

Dispatching & Scheduling (Core Responsibility)

Schedule and dispatch HVAC, plumbing, and electrical jobs

Assign jobs based on:

Technician availability

Skillset

Location

Maintain and optimize daily/weekly schedules

Adjust dispatch plans in real time as jobs change

Communicate continuously with field technicians

CRM & Service Operations Management

Maintain accurate records in:

ServiceTitan

Or similar CRM/dispatch platforms

Review:

Job notes

Invoices

Service documentation

Ensure all interactions and updates are properly logged

Track:

Call volume

Booking rates

Dispatch efficiency

Sales Support & Upselling

Introduce and explain membership/service plans

Identify upsell opportunities where appropriate

Support booking efficiency and customer retention

Cross-Team Coordination

Work closely with:

Customer service team

Dispatch team

Field technicians

Ensure seamless service delivery across all touchpoints

Improve workflows through clear internal communication

What Makes You a Strong Fit

You are customer-first but operations-driven

You stay organized under pressure

You can handle high call volumes without losing accuracy

You are calm, resilient, and adaptable

You take ownership and follow through on every task

Required Experience & Skills

2+ years experience in:

Customer service + dispatching

HVAC, plumbing, electrical, or home services industry

Hands-on experience scheduling and dispatching technicians

Experience with:

ServiceTitan or similar tools

Strong English communication (verbal + written)

Ability to multitask and prioritize in real time

High attention to detail and documentation accuracy

Reliable internet and professional remote setup

Nice to Have

Experience with U.S.-based home services companies

Familiarity with:

Membership plan upselling

Service agreements

Experience working with remote/offshore teams

Exposure to Northeast U.S. customer base

What a Typical Day Looks Like

Handle inbound customer calls and messages

Schedule and dispatch service jobs

Communicate with technicians throughout the day

Adjust schedules based on real-time changes

Update CRM records and job details

Track performance and support operational KPIs

In short: You ensure customers are taken care of and technicians are fully optimized.

Key Metrics (KPIs)

Call volume handled + booking conversion rate

Schedule efficiency and technician utilization

CRM accuracy and documentation quality

Customer satisfaction and resolution speed

Consistent follow-through on dispatch tasks

Why This Role Stands Out

High ownership and operational impact

Direct influence on revenue and customer experience

Fast-paced environment (never boring)

Clear KPIs and structured workflows

Strong growth path into operations management

Interview Process

Initial Phone Screen

Video Interview with Pavago Recruiter

Practical Assessment (dispatching/CRM scenario)

Client Interview

Offer & Onboarding

Apply Now

If you:

Have real dispatch experience

Can handle high-pressure environments

Are organized, responsive, and detail-driven

This role is a strong fit.

Originally posted on Himalayas