Customer Service & Dispatch Coordinator (HVAC, Plumbing, Electrical) – Remote | ESTPosition Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST)About the RoleWe’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 OwnCustomer Communication (High Volume)Handle inbound calls, emails, and chats with professionalism and empathyAct as the primary point of contact from inquiry to job completionProvide proactive updates on:SchedulingDelaysService changesManage difficult or frustrated customers calmly while maintaining service qualityDispatching & Scheduling (Core Responsibility)Schedule and dispatch HVAC, plumbing, and electrical jobsAssign jobs based on:Technician availabilitySkillsetLocationMaintain and optimize daily/weekly schedulesAdjust dispatch plans in real time as jobs changeCommunicate continuously with field techniciansCRM & Service Operations ManagementMaintain accurate records in:ServiceTitanOr similar CRM/dispatch platformsReview:Job notesInvoicesService documentationEnsure all interactions and updates are properly loggedTrack:Call volumeBooking ratesDispatch efficiencySales Support & UpsellingIntroduce and explain membership/service plansIdentify upsell opportunities where appropriateSupport booking efficiency and customer retentionCross-Team CoordinationWork closely with:Customer service teamDispatch teamField techniciansEnsure seamless service delivery across all touchpointsImprove workflows through clear internal communicationWhat Makes You a Strong FitYou are customer-first but operations-drivenYou stay organized under pressureYou can handle high call volumes without losing accuracyYou are calm, resilient, and adaptableYou take ownership and follow through on every taskRequired Experience & Skills2+ years experience in:Customer service + dispatchingHVAC, plumbing, electrical, or home services industryHands-on experience scheduling and dispatching techniciansExperience with:ServiceTitan or similar toolsStrong English communication (verbal + written)Ability to multitask and prioritize in real timeHigh attention to detail and documentation accuracyReliable internet and professional remote setupNice to HaveExperience with U.S.-based home services companiesFamiliarity with:Membership plan upsellingService agreementsExperience working with remote/offshore teamsExposure to Northeast U.S. customer baseWhat a Typical Day Looks LikeHandle inbound customer calls and messagesSchedule and dispatch service jobsCommunicate with technicians throughout the dayAdjust schedules based on real-time changesUpdate CRM records and job detailsTrack performance and support operational KPIsIn short: You ensure customers are taken care of and technicians are fully optimized.Key Metrics (KPIs)Call volume handled + booking conversion rateSchedule efficiency and technician utilizationCRM accuracy and documentation qualityCustomer satisfaction and resolution speedConsistent follow-through on dispatch tasksWhy This Role Stands OutHigh ownership and operational impactDirect influence on revenue and customer experienceFast-paced environment (never boring)Clear KPIs and structured workflowsStrong growth path into operations managementInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Assessment (dispatching/CRM scenario)Client InterviewOffer & OnboardingApply NowIf you:Have real dispatch experienceCan handle high-pressure environmentsAre organized, responsive, and detail-drivenThis role is a strong fit.
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.
Pavago - Connecting You to Global Remote Opportunities 🌍At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.🌟 Why Consider Opportunities Through Pavago?Competitive Pay: Command the salary you deserve, regardless of where you reside.Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀Explore global opportunities with us today!"
Pavago - Connecting You to Global Remote Opportunities 🌍
At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.
🌟 Why Consider Opportunities Through Pavago?
Competitive Pay: Command the salary you deserve, regardless of where you reside.
Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.
Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.
Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.
Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀
Explore global opportunities with us today!"
