Customer Service & Dispatch Coordinator - (HVAC & Trades)

About the Role

The coordinator will work closely with the operations team to ensure that all service requests are handled professionally and efficiently. This involves coordinating with service technicians, managing schedules, and communicating updates to customers. A strong grasp of CRM and field service management tools, such as ServiceTitan, is essential for success in this role.

In this fast-paced environment, the ability to prioritize tasks, manage competing demands, and maintain a high level of professionalism under pressure is crucial. The coordinator will be part of a dynamic team that values customer-centricity, innovation, and teamwork.

What You Will Do

• Manage inbound customer service requests via phone, email, and chat, ensuring timely and professional responses.
• Coordinate and schedule service appointments with customers and technicians, optimizing routes and schedules for efficiency.
• Utilize CRM and field service management software to manage customer interactions, service requests, and technician schedules.
• Provide real-time updates to customers on service requests, technician availability, and any changes to schedules.
• Collaborate with the operations team to resolve service issues, improve processes, and enhance customer satisfaction.
• Develop and maintain a thorough knowledge of services offered, pricing, and policies to address customer inquiries accurately.
• Escalate complex customer issues to senior team members when necessary, ensuring resolution and follow-up.
• Analyze service delivery metrics to identify trends, areas for improvement, and opportunities to enhance the customer experience.
• Participate in training sessions to stay updated on new services, tools, and best practices in customer service and dispatching.

What We Are Looking For

• Minimum 2+ years of experience in customer service and dispatching, preferably within the home services or trades industries.
• Hands-on experience with CRM systems and field service management tools, such as ServiceTitan.
• Excellent spoken and written English communication skills, with the ability to articulate complex information clearly.
• Strong organizational and time management skills, with the ability to multitask and prioritize tasks effectively.
• Experience working in a fast-paced, dynamic environment, with a focus on customer satisfaction and service delivery.
• Ability to work independently and as part of a team, with a flexible approach to changing priorities and deadlines.
• Basic computer skills, including proficiency in Microsoft Office and Google Suite.

Nice to Have

• Experience with remote work tools and platforms, such as Zoom, Slack, and Trello.
• Knowledge of Spanish, given the role's location in Mexico, although not required.
• Certification in customer service or a related field, demonstrating a commitment to professional development.
• Previous experience working with U.S.-based companies or in international customer service roles.

Benefits and Perks

• Competitive salary, reflecting the candidate's experience and skills.
• Opportunity to work with a dynamic, growing company in the home services sector.
• Comprehensive training program to ensure success in the role and ongoing professional development.
• Flexible working hours, considering the remote nature of the position and the need for work-life balance.
• Access to cutting-edge technology and tools to perform the job efficiently.
• Participation in company-wide initiatives and team-building activities to foster a sense of community and connection.
• Health and wellness programs, supporting the physical and mental well-being of employees.

• Ensure your resume and cover letter highlight specific experiences in customer service and dispatching, using metrics wherever possible to demonstrate efficiency and customer satisfaction improvements.
• Familiarize yourself with CRM systems and field service management tools before the interview, as hands-on experience is a key requirement.
• Prepare to give examples of how you've handled complex customer complaints or scheduling conflicts, showcasing your problem-solving skills and customer-centric approach.
• Consider creating a portfolio or examples of your work, such as process improvements or customer service scripts you've developed, to demonstrate your value as a candidate.
• Be ready to discuss your experience with remote work tools and how you maintain productivity and collaboration in a virtual environment.
• Ask about the company culture, opportunities for growth, and the typical career path for someone in this role to show your interest in long-term development with Pavago.