Customer Service & Dispatch Coordinator (HVAC & Trades) at Pavago

Pavago connecting businesses with top talent, streamlining hiring processes, and providing comprehensive support for long-term success.

 

Customer Service & Dispatch Coordinator (HVAC & Trades)

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience2 years
  • LocationNairobi
  • Job FieldCustomer Care 

Responsibilities:

Customer Service & Communication

  • Handle high-volume inbound customer interactions via phone, email, and chat with professionalism and empathy.
  • Serve as the primary point of contact from initial customer inquiry through job completion.
  • Proactively communicate service updates, delays, and changes to customers.
  • Manage stressed or frustrated customers calmly while maintaining a positive customer experience.

Dispatching & Scheduling

  • Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skills, and geographic location.
  • Maintain daily and weekly service calendars to ensure optimal routing and coverage.
  • Monitor job progress and adjust schedules in real time as needed.
  • Communicate continuously with field technicians regarding job assignments and updates.

CRM & Administrative Management

  • Maintain accurate and up-to-date records in the CRM system (ServiceTitan or similar).
  • Review job notes, invoices, and service documentation for accuracy and completeness.
  • Track call volume, booking rates, and service metrics to support operational KPIs.
  • Ensure all customer interactions and job updates are logged consistently.

Sales Support & Upselling

  • Explain and upsell homeowner membership or service plans when appropriate.
  • Support operational goals by maximizing booking efficiency and customer retention.

Collaboration & Coordination

  • Coordinate closely with customer service, dispatch, and field teams to ensure seamless service delivery.
  • Support internal communication to improve workflow efficiency and customer satisfaction.

What Makes You a Perfect Fit:

  • Customer-centric with a strong service mindset.
  • Highly organized and detail-oriented with excellent follow-through.
  • Confident handling high call volumes in a fast-paced environment.
  • Calm, resilient, and adaptable under pressure.
  • Process-driven and comfortable working independently in a remote setting.

Required Experience & Skills (Minimum):

  • 2+ years of experience in customer service and dispatching within home services or trades industries.
  • Hands-on experience with dispatching and scheduling service technicians.
  • Proficiency with CRM and field service management tools (ServiceTitan or similar).
  • Strong spoken and written English communication skills.
  • Ability to multitask, prioritize, and manage competing demands effectively.
  • High attention to detail and commitment to accurate documentation.
  • Reliable high-speed internet with audio and video capabilities.
  • Fast, reliable computer suitable for professional business use.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to Pavago on apply.workable.com to apply

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