# Customer Service & Dispatch Coordinator - (HVAC & Trades)

> Pavago · Mexico (Remote) · — · Posted 2026-05-17

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

**Job Title:** Customer Service & Dispatch Coordinator (HVAC & Trades)  
**Position Type:** Full-Time, Remote  
**Working Hours:** U.S. business hours (EST)

**About the Role:**

We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs.

The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success in this role.

**Responsibilities:**

**Customer Service & Communication**

-   Handle high-volume inbound customer interactions via phone, email, and chat with professionalism and empathy.
-   Serve as the primary point of contact from initial customer inquiry through job completion.
-   Proactively communicate service updates, delays, and changes to customers.
-   Manage stressed or frustrated customers calmly while maintaining a positive customer experience.

**Dispatching & Scheduling**

-   Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skills, and geographic location.
-   Maintain daily and weekly service calendars to ensure optimal routing and coverage.
-   Monitor job progress and adjust schedules in real time as needed.
-   Communicate continuously with field technicians regarding job assignments and updates.

**CRM & Administrative Management**

-   Maintain accurate and up-to-date records in the CRM system (ServiceTitan or similar).
-   Review job notes, invoices, and service documentation for accuracy and completeness.
-   Track call volume, booking rates, and service metrics to support operational KPIs.
-   Ensure all customer interactions and job updates are logged consistently.

**Sales Support & Upselling**

-   Explain and upsell homeowner membership or service plans when appropriate.
-   Support operational goals by maximizing booking efficiency and customer retention.

**Collaboration & Coordination**

-   Coordinate closely with customer service, dispatch, and field teams to ensure seamless service delivery.
-   Support internal communication to improve workflow efficiency and customer satisfaction.

**What Makes You a Perfect Fit:**

-   Customer-centric with a strong service mindset.
-   Highly organized and detail-oriented with excellent follow-through.
-   Confident handling high call volumes in a fast-paced environment.
-   Calm, resilient, and adaptable under pressure.
-   Process-driven and comfortable working independently in a remote setting.

**Required Experience & Skills (Minimum):**

-   2+ years of experience in customer service and dispatching within home services or trades industries.
-   Hands-on experience with dispatching and scheduling service technicians.
-   Proficiency with CRM and field service management tools (ServiceTitan or similar).
-   Strong spoken and written English communication skills.
-   Ability to multitask, prioritize, and manage competing demands effectively.
-   High attention to detail and commitment to accurate documentation.
-   Reliable high-speed internet with audio and video capabilities.
-   Fast, reliable computer suitable for professional business use.

**Ideal Experience & Skills:**

-   Experience working with U.S.-based home services companies.
-   Familiarity with membership or service plan upselling.
-   Prior experience supporting remote or offshore teams.
-   Exposure to customers in the Northeast U.S. market.

**What Does a Typical Day Look Like ?**

A Customer Service & Dispatch Coordinator’s day is centered on keeping operations running smoothly and customers informed. You will:

-   Handle inbound customer calls, emails, and chats.
-   Schedule and dispatch service jobs efficiently.
-   Communicate with technicians and customers in real time.
-   Monitor job progress and update schedules as needed.
-   Maintain accurate CRM records and service documentation.
-   Track performance metrics and ensure operational KPIs are met.

In essence: you are the operational hub, ensuring exceptional customer experiences while maximizing technician productivity.

**Key Metrics for Success (KPIs)**

-   Call volume handled and booking conversion rates.
-   Accuracy and cleanliness of CRM and service records.
-   Schedule efficiency and technician utilization.
-   Customer satisfaction and issue resolution effectiveness.
-   Consistent follow-through on dispatch and communication tasks.

**Interview Process:**

-   Initial Phone Screen
-   Video Interview with Pavago Recruiter
-   Practical Assessment (e.g., dispatching or CRM scenario)
-   Client Interview
-   Offer & Onboarding

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/0E8851B4EA/apply)

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