Customer Service & Dispatch Coordinator - (HVAC & Trades)

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.Originally posted on Himalayas