Customer Service & Dispatch Coordinator - (HVAC & Trades)

# Customer Service & Dispatch Coordinator - (HVAC & Trades)
> Pavago · Kenya (Remote) · — · Posted 2026-05-24
**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/CC51B90FC4/apply)
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