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

> Pavago · Kenya (Remote) · — · Posted 2026-05-13

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **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.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/4559E80206/apply)

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