The position of Customer Service & Dispatch Coordinator at Pavago is a full-time remote role focusing on the HVAC and trades industry. As a central figure in this role, you will ensure smooth communication with customers and efficient job scheduling for various service sectors such as HVAC, plumbing, and electrical work.
Key Responsibilities
In this position, your responsibilities will primarily fall into the following areas:
Customer Service & Communication
Handle high-volume inbound customer interactions through various channels including phone, email, and chat.
Serve as the primary point of contact throughout the entire service process, proactively communicating with customers regarding updates, delays, and changes.
Utilize strong interpersonal skills to manage communication with stressed or frustrated customers while maintaining a high standard of customer service.
Dispatching & Scheduling
Efficiently schedule and dispatch service jobs based on technician availability, skills, and geographic location.
Maintain daily and weekly service calendars to ensure optimal routing and workload distribution.
Monitor job progress and make real-time schedule adjustments as necessary, keeping communication channels open with field technicians.
CRM & Administrative Management
Keep accurate and up-to-date records within a CRM system (like ServiceTitan).
Review job notes, invoices, and service histories to ensure completeness and accuracy.
Track call volumes, booking rates, and other key operational metrics to support the company's goals.
Sales Support & Upselling
Explain and promote homeowner membership or service plans when appropriate, supporting customer retention and operational efficiency.
Collaboration & Coordination
Coordinate closely with both customer service and field teams to facilitate seamless service delivery.
Enhance internal communication to improve workflow efficiency and overall customer satisfaction.
Essential Skills & Experience
To be successful, the ideal candidate should possess:
A minimum of 2+ years experience in customer service and dispatching, particularly in home services or trades environments.
Hands-on experience with dispatching and scheduling service technicians, along with proficiency in CRM and service management tools.
Excellent communication skills in both spoken and written English.
Strong ability to multitask and manage competing priorities effectively.
Meticulous attention to detail and commitment to maintaining accurate documentation.
Desired Qualifications
While not mandatory, the following attributes would be beneficial:
Experience specifically within U.S.-based home services companies.
Familiarity with membership or service plan upselling techniques.
Prior experience in supporting remote or offshore teams.
Understanding of customer dynamics in the Northeast U.S. market.
Day-to-Day Activities
A typical day for a Customer Service & Dispatch Coordinator involves:
Responding to inbound calls, emails, and chat inquiries
Scheduling and dispatching service jobs as per technician availability and needs
Maintaining ongoing communication with both technicians and customers
Keeping abreast of job progress and making necessary updates to schedules
Documenting all interactions and updates accurately in the CRM
Handling performance metrics and operational KPIs diligently
The role is crucial for ensuring customer satisfaction while maximizing the productivity and efficiency of technicians.
Performance Metrics for Success
Success in this role will be measured by several key performance indicators, including:
The volume of calls handled and the conversion rate of bookings
The accuracy and cleanliness of the CRM and service records
Schedule efficiency and effective technician utilization
Levels of customer satisfaction and the effectiveness of issue resolution
Consistency in follow-through on all dispatch and communication tasks
Interview Process
Candidates will go through a structured interview process that includes:
An initial phone screen
A video interview with a recruiter from Pavago
A practical assessment involving dispatching or CRM scenarios
A client interview
An offer and onboarding process if selected
This comprehensive selection strategy ensures that the most suitable candidates are identified for the role, considering both skills and fit within the company culture. Pavago is offering a supportive environment for individuals looking to grow in the customer service and dispatching fields, particularly within home services. Overall, strong organizational skills, a customer-centric approach, and the ability to work efficiently in a remote setting will be crucial to thriving in this role.
This job offer was originally published on himalayas.app
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
