Pavago is dedicated to connecting businesses with top talent, streamlining hiring processes, and providing comprehensive support for long-term success.
The role of the Customer Service & Dispatch Coordinator (HVAC & Trades) involves serving as the vital link between customers and field technicians, ensuring seamless service delivery for HVAC and other trades services. The Coordinator manages the entire service cycle, from initial customer inquiry through job completion, focusing on efficiency, customer satisfaction, and accurate administrative management.
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.
Candidate Profile and Qualifications
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):
- BA/BSc/HND qualification.
- 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.
