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Open nowPosted 129 days ago

Customer Service & Dispatch Coordinator - (HVAC & Trades)

Workable (global search)108,016 open roles

Where
United States
Work mode
Remote
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Your applicationOpen nowCustomer Service & Dispatch Coordinator - (HVAC & Trades)Workable (global search) · United States

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 129 days ago

Workable (global search) median: 7 days open

The posting

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 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.

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