[Hiring] Customer Service & Dispatch Coordinator @Pavago

Role Description

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.

• 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.

Qualifications

• 2+ years experience in customer service + dispatching.
• Experience in 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.

Requirements

• 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, and 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, and 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, and service documentation.
• Ensure all interactions and updates are properly logged.
• Track call volume, booking rates, and 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, and field technicians.
• Ensure seamless service delivery across all touchpoints.
• Improve workflows through clear internal communication.

Benefits

• 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.