Customer Service & Dispatch Coordinator - (HVAC & Trades)

Role Overview

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 remote role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs. You will serve as the key liaison between customers and field technicians in a fast-paced environment.

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 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 assignments.

CRM & Administrative Management

• Maintain accurate and up-to-date records in CRM systems such as ServiceTitan.
• Review job notes, invoices, and service documentation for accuracy and completeness.
• Track call volume, booking rates, and service metrics to support operational KPIs.

Sales Support & Upselling

• Explain and upsell homeowner membership or service plans when appropriate.
• Support operational goals by maximizing booking efficiency and customer retention.

Requirements

• Education: BA/BSc/HND degree qualification.
• Experience: At least 2 years of experience in customer service and dispatching within the home services or trades industries.
• Technical Proficiency: Hands-on experience with CRM and field service management tools (ServiceTitan or similar).
• Communication: Strong spoken and written English communication skills.
• Remote Readiness: Reliable high-speed internet with audio/video capabilities and a fast, reliable computer suitable for professional use.
• Soft Skills: Ability to multitask, prioritize, and manage competing demands effectively with high attention to detail.

How to Apply

Interested and qualified candidates should apply online via the Pavago application portal at the following link: https://www.myjobmag.co.ke/apply-now/1216042. This link redirects to the official application form on workable.com.