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Customer Service & Dispatch Coordinator (HVAC & Trades) Position Type: Full-Time, Remote Location: Remote (LATAM Preferred) Working Hours: U.S. Business Hours (EST) About the Role We’re hiring a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a fast-paced U.S.-based home services company. This role is responsible for managing inbound customer communication, coordinating technician schedules, dispatching HVAC/plumbing/electrical jobs, and ensuring customers stay informed throughout the service process. You will act as the communication bridge between customers, dispatch, and field technicians — helping ensure jobs are scheduled efficiently, service issues are resolved quickly, and operations run smoothly day-to-day. This is not a passive customer support role. We’re looking for someone who thrives in high-volume environments, can multitask under pressure, and understands how scheduling efficiency directly impacts customer satisfaction and operational performance. What You’ll Own Customer Service & Communication • Handle high-volume inbound customer calls, emails, and chats professionally and efficiently • Serve as the main point of contact from initial inquiry through job completion • Communicate service updates, delays, ETA changes, and scheduling adjustments proactively • Resolve customer concerns calmly while maintaining a strong customer experience • Maintain clear, professional, and empathetic communication across all interactions Dispatching & Scheduling • Schedule and dispatch HVAC, plumbing, and electrical service appointments • Coordinate technician schedules based on availability, geography, urgency, and skill set • Monitor active jobs throughout the day and adjust schedules in real time when needed • Communicate continuously with technicians regarding assignments, updates, and schedule changes • Maintain organized service calendars and dispatch workflows CRM & Operational Coordination • Maintain accurate customer records and service updates in ServiceTitan or similar CRM systems • Review job notes, invoices, and service documentation for completeness and accuracy • Ensure all customer communication and dispatch activity is logged correctly • Track operational KPIs including booking rates, call volume, and scheduling efficiency • Maintain organized records and clean dispatch documentation Sales Support & Membership Upselling • Explain homeowner membership plans or service programs when appropriate • Support customer retention and recurring revenue initiatives • Help maximize booking conversion opportunities through strong communication and follow-through Team Collaboration & Workflow Support • Coordinate closely with dispatchers, customer service representatives, and field technicians • Support smooth communication between office operations and field teams • Identify scheduling bottlenecks or workflow inefficiencies proactively • Help improve operational organization and customer experience processes What Makes You a Great Fit • Customer-first mindset with strong communication skills • Highly organized and detail-oriented under pressure • Comfortable handling high call volume in fast-paced environments • Calm, professional, and solutions-focused during scheduling issues or escalations • Strong multitasker who can prioritize effectively throughout the day • Process-driven with strong follow-through and accountability Required Experience & Skills • 2+ years of customer service and dispatching experience in HVAC, plumbing, electrical, or home services industries • Hands-on experience scheduling and dispatching field technicians • Experience using ServiceTitan or similar field service management software • Strong spoken and written English communication skills • Ability to multitask and manage competing priorities efficiently • High attention to detail and accurate documentation habits • Reliable high-speed internet and professional remote setup • Comfortable working U.S. business hours (EST) Preferred Experience • Experience working with U.S.-based home services companies • Familiarity with homeowner memberships or maintenance plan upselling • Experience supporting offshore or distributed teams • Exposure to Northeast U.S. customer service environments • Experience optimizing scheduling efficiency and technician utilization What a Typical Day Looks Like A Customer Service & Dispatch Coordinator’s day revolves around keeping customers informed and technicians productive. You will: • Handle inbound customer calls and scheduling requests • Dispatch technicians based on availability and priority • Monitor active jobs and adjust schedules throughout the day • Communicate with customers regarding updates, delays, and completion timelines • Maintain accurate CRM and dispatch records • Support operational KPIs through strong scheduling and communication execution • Coordinate internally to ensure smooth service delivery In short: you are the operational hub that keeps customer communication, scheduling, and technician coordination running efficiently. Key Metrics for Success (KPIs) • Call handling and booking conversion rates • Schedule efficiency and technician utilization • Accuracy and cleanliness of CRM/service records • Customer satisfaction and issue resolution quality • Timely dispatch execution and follow-through • Reduced scheduling conflicts and missed appointments Interview Process • Initial Phone Screen • Video Interview with Pavago Recruiter • Practical Assessment (Dispatching / CRM Scenario) • Client Interview • Offer & Onboarding #CustomerService #DispatchCoordinator #HVAC #HomeServices #ServiceTitan #RemoteJobs #CustomerSupport #SchedulingCoordinator #TradesIndustry #Operations #Dispatching
Here's where they are and how to stand out in your applications.
14.070Jobs
3.674IN
80%EN
The sheer volume works in your favor: 14,070 open positions mean employers are actively hiring. But volume also means competition. India has the most listings (3,674), followed by the US (2,353), Singapore (1,258), Australia (1,128), and Canada (626). If you're flexible on location, check all five — your next role might be waiting in a market you hadn't considered.
FlexBoard is hiring the most aggressively (777 open roles), with remote zest jobs, wawa, vacancy global pro, and remote click jobs close behind. When you apply, research which employers dominate your target region. Their high volume suggests they hire often and may have clearer career paths.
Here's what hiring managers for customer service always ask: 'Tell me about a time you had to handle an angry customer. What did you do, and what was the outcome?' Prepare a real example where you stayed calm, listened first, and solved the problem — or escalated it thoughtfully. Show that you see conflict as information, not threat.
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