Job Title: Customer Service & Dispatch Coordinator (HVAC & Trades) Position Type: Full-Time, Remote Working Hours: U.S. business hours (EST) About the Role: We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success in this role. 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. Ideal Experience & Skills: - Experience working with U.S.-based home services companies. - Familiarity with membership or service plan upselling. - Prior experience supporting remote or offshore teams. - Exposure to customers in the Northeast U.S. market. What Does a Typical Day Look Like ? A Customer Service & Dispatch Coordinator’s day is centered on keeping operations running smoothly and customers informed. You will: - Handle inbound customer calls, emails, and chats. - Schedule and dispatch service jobs efficiently. - Communicate with technicians and customers in real time. - Monitor job progress and update schedules as needed. - Maintain accurate CRM records and service documentation. - Track performance metrics and ensure operational KPIs are met. In essence: you are the operational hub, ensuring exceptional customer experiences while maximizing technician productivity. Key Metrics for Success (KPIs) - Call volume handled and booking conversion rates. - Accuracy and cleanliness of CRM and service records. - Schedule efficiency and technician utilization. - Customer satisfaction and issue resolution effectiveness. - Consistent follow-through on dispatch and communication tasks. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Assessment (e.g., dispatching or CRM scenario) - Client Interview - Offer & Onboarding

Job Title: Customer Service & Dispatch Coordinator (HVAC & Trades) Position Type: Full-Time, Remote Working Hours: U.S. business hours (EST) About the Role: We are seeking a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a U.S.-based home services business. This role is central to managing high-volume inbound customer communications while ensuring efficient scheduling and dispatching of HVAC, plumbing, and electrical service jobs. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and serves as the key liaison between customers and field technicians. Strong communication skills, attention to detail, and hands-on experience with dispatching and CRM systems are essential for success in this role. 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. Ideal Experience & Skills: - Experience working with U.S.-based home services companies. - Familiarity with membership or service plan upselling. - Prior experience supporting remote or offshore teams. - Exposure to customers in the Northeast U.S. market. What Does a Typical Day Look Like ? A Customer Service & Dispatch Coordinator’s day is centered on keeping operations running smoothly and customers informed. You will: - Handle inbound customer calls, emails, and chats. - Schedule and dispatch service jobs efficiently. - Communicate with technicians and customers in real time. - Monitor job progress and update schedules as needed. - Maintain accurate CRM records and service documentation. - Track performance metrics and ensure operational KPIs are met. In essence: you are the operational hub, ensuring exceptional customer experiences while maximizing technician productivity. Key Metrics for Success (KPIs) - Call volume handled and booking conversion rates. - Accuracy and cleanliness of CRM and service records. - Schedule efficiency and technician utilization. - Customer satisfaction and issue resolution effectiveness. - Consistent follow-through on dispatch and communication tasks. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Assessment (e.g., dispatching or CRM scenario) - Client Interview - Offer & Onboarding

Role Description Your role will involve the following tasks: - Distributing properties with our partners online. - Guest Communication (voice & written communication). - Client Invoicing (invoicing/ coordination/ chasing/ management). - Inbox Management. - Accounting updates. - Tracking maintenance issues. - Handling cancellations and submitting evidence. - Coordinating and communicating with cleaning team. Qualifications - Consistency in delivering high quality work. - Attention to details. - Long term commitment. - Fast learner. - Ability to follow processes. - Comfortable with technology. Requirements - High Level of Written & Spoken English. - Mobile Phone, Laptop, Reliable Internet Connection. - Positive can-do attitude. - Willingness to step out of comfort zone and try new things as roles & responsibilities expand. Working Hours - 5 days a week: Wednesday/ Thursday/ Friday/ Saturday/ Sunday. - 09:00 AM to 18:00 PM U.K Time – (1 hour break time). - Days off: Monday & Tuesday. - May be required to work more than normal working hours. - May need to work extra days if support colleague is off on holidays.

Role Description Customer Care Representatives working with Atlantic Broadband are the face of our team. They are personal experts providing direct customer care whether taking a payment, issuing equipment, assisting with questions on customer’s bill, have service issues or are looking to add digital cable, digital home phone or internet services. If you are a pro at building relationships, have a desire to keep up with the latest technology and gadgets, and like to work in a team environment, this career is for you. Responsibilities - Handle complaints concerning billing or services rendered, referring complaints of service failures to designated departments to seek resolution. - Achieve proficiency in providing customer support for service complaints within a required time frame. - Answer questions regarding services and products; receive telephone calls from cable customers to discuss billing questions and service concerns. - Handle customer needs and promote cable services to existing and new customers with tact and courtesy. - Place new installation orders, service orders for disconnects and service changes generated from the customer. - Responsible for researching customer complaints and processing billing adjustments by inputting credits or other adjustments into the computer records for customer accounts. - Handles customer calls via phone or in person and receives orders for installation, turn on, discontinuance, or change in service. - Solicits sale of new or additional services. Qualifications - One year customer facing experience - One year call center/customer care or other related customer contact experience preferred - Basic computer/keyboarding skills Benefits - Competitive salary - Medical coverage (including prescription and vision plans) - Dental coverage - Life Insurance (1x salary at no cost to employee) - Long and short-term disability insurance (no cost to employee) - Voluntary employee, spousal, and child life insurance - Company recognized Holidays with additional Floating Holidays - Paid Time Off (PTO) programs - Comprehensive Flex Work Policy - 401(k) plan eligibility (company match 50% up to 5% of eligible contributions) - Participation in the Employee Bonus Plan - Complimentary and discounted broadband services (for those in our service area) - Tuition Reimbursement - Headspace Membership - Opportunities for LinkedIn Learning subscriptions for select colleagues