Customer Service & Dispatch Coordinator -

### **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](https://himalayas.app/companies/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. Originally posted on [Himalayas](https://himalayas.app)