About Pavago

Pavago is a dynamic and forward-thinking talent and service solutions provider, dedicated to connecting businesses with top-tier professionals while streamlining hiring processes and ensuring operational excellence. Pavago leverages innovative technology and industry expertise to provide comprehensive support to businesses seeking long-term success. The company specializes in bridging gaps between customers and skilled trades professionals across HVAC, plumbing, electrical, and other technical services, ensuring timely and efficient service delivery.

At Pavago, we understand that a business’s reputation depends not only on the quality of its services but also on the quality of its customer experience. That is why our team is committed to hiring and empowering customer-centric professionals who can deliver consistent, professional, and empathetic support to every client.

Job Overview

Pavago is seeking a highly organized, proactive, and customer-focused Customer Service & Dispatch Coordinator to join our growing team. This role is central to ensuring smooth operational coordination, excellent customer interactions, and efficient deployment of field technicians. The ideal candidate will possess strong multitasking abilities, be skilled in customer service communication, and have hands-on experience in dispatching service professionals.

This position is suitable for individuals who thrive in fast-paced environments, can adapt to evolving schedules, and are committed to maintaining the highest levels of service quality. The role requires both operational discipline and a genuine passion for delivering exceptional customer experiences.

1. Customer Service & Communication

The Customer Service & Dispatch Coordinator serves as the primary point of contact for clients from the moment they make an inquiry to the completion of a service request. Responsibilities include:

1. Managing high-volume inbound interactions through multiple channels, including phone calls, emails, and online chat platforms.
2. Providing professional, courteous, and empathetic support to customers, ensuring their needs are understood and addressed promptly.
3. Handling complex or frustrated customer interactions with tact and professionalism, maintaining a calm and positive demeanor.
4. Proactively communicating service updates, delays, and changes, ensuring customers are informed in a timely and accurate manner.
5. Documenting all customer interactions in detail to maintain comprehensive records that support service quality and operational transparency.
6. Acting as a liaison between customers and field technicians, ensuring customer expectations are aligned with service capabilities.
7. Supporting customer education, including explaining service procedures, policies, and preventive maintenance tips when necessary.

Effective communication and empathy are central to this role, as the coordinator ensures that every client interaction strengthens Pavago’s reputation for reliability and professionalism.

2. Dispatching & Scheduling

Efficient dispatching is critical to Pavago’s service delivery model. The coordinator will be responsible for:

1. Scheduling and assigning service jobs to HVAC, plumbing, and electrical technicians based on their availability, skillsets, and proximity to the job location.
2. Maintaining daily, weekly, and monthly service calendars, optimizing technician routes for timely and cost-effective service delivery.
3. Monitoring job progress in real-time, adjusting schedules as needed to accommodate emergencies or unexpected changes.
4. Maintaining continuous communication with field technicians regarding assignments, service updates, and any on-site issues that may arise.
5. Ensuring that dispatching operations comply with internal policies, safety regulations, and service standards.
6. Maintaining a clear overview of service coverage to identify gaps and implement solutions that enhance operational efficiency.

This component of the role requires a strong sense of organization, planning, and adaptability, ensuring that every service request is assigned, tracked, and completed to the customer’s satisfaction.

3. CRM & Administrative Management

The coordinator is responsible for maintaining accurate records and supporting Pavago’s operational analytics. Key responsibilities include:

1. Maintaining accurate records in the CRM system (ServiceTitan or similar) to track customer interactions, service appointments, technician performance, and service history.
2. Reviewing job notes, invoices, and service documentation for accuracy, completeness, and compliance with company standards.
3. Monitoring operational KPIs, including call volume, booking rates, completion rates, and customer satisfaction metrics.
4. Logging all customer interactions, service updates, and dispatch changes consistently to provide data for operational decision-making.
5. Generating reports and insights to support process improvements, efficiency enhancements, and strategic planning.

Attention to detail and proficiency in CRM and field service software are critical for ensuring that Pavago maintains operational transparency and accountability.

4. Sales Support & Upselling

Beyond standard customer service and dispatch functions, the coordinator contributes to Pavago’s business growth by:

1. Educating customers on homeowner membership plans, service agreements, or maintenance packages where appropriate.
2. Identifying opportunities to upsell services while remaining customer-focused and providing value.
3. Supporting operational goals by maximizing booking efficiency, retention, and customer lifetime value.
4. Coordinating with sales or account management teams to align customer interactions with business development initiatives.

This dual focus on service excellence and revenue support ensures that Pavago remains both customer-centric and commercially effective.

5. Collaboration & Team Coordination

The coordinator plays a key role in facilitating collaboration between various teams to ensure seamless service delivery:

1. Coordinating closely with customer service representatives, dispatch staff, and field technicians to optimize workflow.
2. Communicating operational updates, job progress, and any service disruptions to relevant teams.
3. Identifying areas where internal processes can be improved to enhance customer satisfaction and operational efficiency.
4. Supporting training and onboarding of new team members on dispatch systems, CRM usage, and service protocols.

Strong teamwork, communication, and interpersonal skills are essential to maintain smooth internal operations and high-quality service delivery.

Required Skills & Competencies

To succeed as a Customer Service & Dispatch Coordinator at Pavago, candidates must demonstrate the following:

1. Customer-Centric Mindset: A strong focus on creating positive experiences for clients and maintaining high satisfaction levels.
2. Organizational Excellence: Ability to manage multiple priorities, track detailed schedules, and ensure accurate record-keeping.
3. Communication Skills: Proficiency in both spoken and written English, with the ability to communicate clearly, politely, and professionally with customers and internal teams.
4. Multitasking & Prioritization: Ability to handle high call volumes, multiple schedules, and competing demands without compromising quality.
5. Problem-Solving & Adaptability: Calm and resilient under pressure, capable of finding practical solutions to unexpected challenges.
6. Technology Proficiency: Comfortable using CRM and field service management software (e.g., ServiceTitan), scheduling tools, email systems, and Microsoft Office applications.
7. Process-Driven Approach: Able to follow established workflows while identifying opportunities for efficiency improvements.
8. Professional Remote Work Setup: Reliable high-speed internet, a fast computer with audio/video capabilities, and a dedicated workspace if operating remotely.

Qualifications & Experience

1. Minimum of 2 years of experience in customer service and dispatching within home services, trades, or technical services industries.
2. Hands-on experience in dispatching and scheduling field technicians, preferably in HVAC, plumbing, or electrical services.
3. Bachelor’s degree (BA/BSc) or Higher National Diploma (HND) in a related field is preferred, though demonstrated work experience may substitute for formal education.
4. Demonstrated ability to multitask effectively and manage operational metrics in a fast-paced environment.
5. High attention to detail with a commitment to accurate documentation and reporting.

Ideal Candidate Profile

The perfect fit for this role possesses a blend of customer service expertise, operational coordination skills, and technical knowledge. They are confident handling high-volume workflows, maintaining composure under pressure, and working independently while contributing to a collaborative team environment. They take pride in providing excellent service and understand that their work directly impacts customer satisfaction, retention, and Pavago’s operational reputation.

Key characteristics include:

1. Empathy and patience in handling diverse customer needs.
2. Strong analytical skills to assess job assignments and dispatch needs efficiently.
3. Initiative in identifying process improvements and contributing to team success.
4. Commitment to maintaining professionalism and integrity at all times.

Why Join Pavago?

1. Opportunity to work in a fast-growing and innovative organization connecting businesses with top talent.
2. Exposure to cross-functional operations, including customer service, dispatching, sales support, and administrative management.
3. Gain experience in modern field service management systems and best practices in the trades industry.
4. Work with a team of dedicated professionals committed to operational excellence and superior customer experience.
5. Professional development opportunities in leadership, operations management, and customer experience.