Customer Service & Dispatch Coordinator - (HVAC & Trades)

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 Originally posted on Himalayas