Customer Service & Dispatch Coordinator (HVAC & Trades)

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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
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...