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

> Pavago · Philippines (Remote) · — · Posted 2026-05-11

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **Customer Service & Dispatch Coordinator (HVAC, Scheduling, ServiceTitan – Remote, EST Hours)**

### **About the Role**

We’re hiring a **Customer Service & Dispatch Coordinator** to manage **high-volume customer communication, scheduling, and technician dispatch** for a U.S.-based home services business.

In this role, you’ll act as the **central hub between customers and field technicians**, ensuring jobs are scheduled efficiently and customers stay informed every step of the way.

If you have experience in **HVAC, plumbing, electrical dispatching, and customer service**, and thrive in fast-paced environments — this role is for you.

### **Responsibilities**

### **Customer Service & Communication**

-   Handle high-volume inbound interactions via:

-   **Phone**
-   **Email**
-   **Chat**

-   Serve as the **primary point of contact** from inquiry to job completion
-   Communicate service updates, delays, and changes proactively
-   Manage escalations and frustrated customers with professionalism

### **Dispatching & Scheduling**

-   Schedule and dispatch **HVAC, plumbing, and electrical service jobs**
-   Assign technicians based on:

-   Availability
-   Skill set
-   Location

-   Maintain daily and weekly service calendars
-   Monitor job progress and adjust schedules in real time
-   Coordinate continuously with field technicians

### **CRM & Administrative Management**

-   Maintain accurate records in:

-   **ServiceTitan (or similar CRM)**

-   Review job notes, invoices, and service documentation
-   Track operational metrics:

-   Call volume
-   Booking rates
-   Job completion updates

-   Ensure all interactions and updates are properly logged

### **Sales Support & Upselling**

-   Promote and upsell **homeowner memberships or service plans**
-   Support revenue goals through **booking optimization and retention**

### **Collaboration & Coordination**

-   Work closely with:

-   Customer service teams
-   Dispatch teams
-   Field technicians

-   Improve internal workflows and communication efficiency

### **Requirements**

-   2+ years of experience in **customer service and dispatching (HVAC, plumbing, or trades)**
-   Hands-on experience scheduling and dispatching **service technicians**
-   Proficiency with:

-   **ServiceTitan or similar field service CRM**

-   Strong spoken and written **English communication skills**
-   Ability to handle **high call volumes and multitask effectively**
-   Highly organized with strong attention to detail
-   Reliable **high-speed internet and professional workstation setup**
-   Comfortable working **remote during U.S. EST hours**

### **Nice to Have**

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

### **Tools & Tech**

-   ServiceTitan (or similar field service CRM)
-   Phone / Email / Chat systems
-   Scheduling and dispatch platforms

### **Why Join**

-   Play a key role in **daily operations and customer experience**
-   Work in a fast-paced, **high-impact service environment**
-   Build expertise in **dispatching, scheduling, and operations management**
-   Opportunity to grow within **home services operations**
-   Fully remote role with structured workflows

### **What Success Looks Like**

-   High **call handling and booking conversion rates**
-   Accurate and clean **CRM/service records**
-   Efficient scheduling and **high technician utilization**
-   Strong customer satisfaction and issue resolution
-   Reliable execution of dispatch and communication workflows

### **Apply Now**

If you’re a **Customer Service & Dispatch Coordinator who can manage schedules, support customers, and keep operations running smoothly**, we’d love to hear from you.

Apply now and help deliver efficient, high-quality service experiences.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/27C8399E4E/apply)

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