Customer Service Representative / Dispatcher (Home Services) – Remote

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.