Job Description

About the Role

At Pavago, one of our clients is hiring a Customer Service Representative / Dispatcher to serve as the primary point of contact for customers while coordinating technician schedules and dispatch operations for a growing home services business.

This is a fast-paced, customer-facing role where you’ll manage inbound inquiries, schedule service appointments, coordinate field technicians, and ensure customers receive timely updates throughout the service process. You’ll play a vital role in keeping daily operations running efficiently while delivering an exceptional customer experience.

The ideal candidate has previous experience supporting HVAC, plumbing, electrical, or other home service companies , thrives under pressure, and is highly organized with excellent communication skills.

What You’ll Own

Customer Service & Client Communication

• Answer inbound customer calls, emails, and service inquiries professionally.
• Assist customers with appointment scheduling, service updates, and general inquiries.
• Resolve customer concerns with empathy while escalating complex issues when appropriate.
• Respond to customer messages across multiple communication channels, including social media.
• Deliver a positive customer experience throughout every interaction.

Scheduling & Dispatch Coordination

• Schedule service appointments accurately using ServiceTitan .
• Coordinate technician schedules and dispatch field technicians efficiently.
• Manage appointment changes, cancellations, and emergency service requests.
• Ensure technicians receive complete and accurate job information before dispatch.
• Optimize technician schedules to maximize efficiency and service quality.

Service Operations Support

• Review incoming service requests and ensure all jobs are properly scheduled.
• Monitor active work orders and open service tickets.
• Maintain accurate customer records, notes, and follow-up tasks.
• Ensure no customer requests or appointments fall through the cracks.
• Support daily operational workflows to improve service delivery.

Administrative & Reporting Support

• Maintain accurate documentation within ServiceTitan and internal systems.
• Update customer records, dispatch notes, and operational logs.
• Assist with reporting, tracking, and operational follow-up activities.
• Support internal teams with administrative tasks related to dispatch and customer service.

Requirements

Must-Have Qualifications

Experience

• Previous experience in Customer Service and Dispatch roles.
• Experience supporting HVAC, Plumbing, Electrical, Home Services, or Trade Services companies.
• Experience handling high-volume inbound customer calls.
• Strong understanding of scheduling and dispatch operations.
• Experience coordinating emergency or urgent service requests.

Technical Skills

• Proficiency with ServiceTitan .
• Strong Microsoft Excel and Google Sheets skills.
• Excellent written and verbal English communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to multitask and prioritize effectively in a fast-paced environment.

Nice-to-Have

• Experience supporting U.S.-based home service companies.
• Experience handling customer communication through social media platforms.
• Additional customer service or dispatch certifications.
• Experience using other CRM or field service management platforms.

Tools & Platforms

• ServiceTitan
• Microsoft Excel
• Google Sheets
• CRM & Service Management Platforms
• Microsoft Office
• Google Workspace

What Makes You a Strong Fit

• Highly organized with excellent multitasking abilities.
• Strong verbal and written communication skills.
• Calm, solution-oriented, and composed during busy periods.
• Takes ownership of issues and follows through until resolution.
• Thrives in fast-paced, customer-focused environments.
• Comfortable coordinating both customers and field technicians simultaneously.

What a Typical Day Looks Like

• Review incoming service requests and technician schedules.
• Answer customer inquiries and schedule appointments.
• Dispatch technicians to service calls.
• Coordinate schedule adjustments and emergency requests.
• Update customer records and service notes.
• Communicate with technicians throughout the day.
• Monitor open work orders and ensure timely completion.
• Support daily operational reporting and administrative tasks.

In short: You ensure customers receive timely, professional service while keeping technician schedules organized and dispatch operations running smoothly.

Key Metrics for Success (KPIs)

• Appointment scheduling accuracy
• Technician utilization and schedule efficiency
• Customer satisfaction and response times
• Call handling efficiency
• Dispatch accuracy
• Timely follow-up and task completion
• Accuracy of ServiceTitan documentation and operational records

Why This Role Stands Out

• Fully remote opportunity with a growing home services organization.
• High-impact role supporting daily field operations.
• Fast-paced environment with strong ownership and responsibility.
• Opportunity to develop expertise in dispatch operations and customer service.
• Career growth into Operations, Dispatch Management, or Customer Success leadership roles.

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