Logistics and Supply Chain · Not stated
Recruitment agency · Pavago KenyaCustomer Service & Dispatch Coordinator - (HVAC & Trades)
Employer not disclosed by Pavago
Published by employer
About this role
This plain-English summary was prepared by work.ke from the original advert. Confirm all details on the source before applying.
Role overview
A U.S.-based home services company is looking for a Customer Service & Dispatch Coordinator to work remotely from Kenya. The role involves managing customer communications and coordinating HVAC, plumbing, and electrical service dispatches during U.S. Eastern Standard Time business hours. It suits candidates experienced in customer service and dispatching who can handle high volumes of calls and work under pressure.
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What you will do
- Manage inbound customer calls, emails, and chats professionally and empathetically.
- Serve as the main contact from inquiry through job completion.
- Provide updates on scheduling, delays, and service changes.
- Schedule and dispatch HVAC, plumbing, and electrical jobs based on technician availability, skills, and location.
- Maintain and adjust daily and weekly schedules in real time.
- Communicate continuously with field technicians to ensure efficient dispatch.
- Maintain accurate records in ServiceTitan or similar CRM systems, including job notes, invoices, and service documentation.
- Track call volume, booking rates, and dispatch efficiency.
- Introduce and explain membership and service plans to customers.
- Identify upselling opportunities and support booking efficiency and customer retention.
- Coordinate with customer service, dispatch teams, and field technicians to ensure smooth service delivery and improve workflows.
Requirements
- At least 2 years of experience in customer service and dispatching within HVAC, plumbing, electrical, or home services.
- Practical experience scheduling and dispatching technicians.
- Experience using ServiceTitan or similar CRM/dispatch platforms.
- Strong verbal and written English communication skills.
- Ability to multitask and prioritise in real time with high attention to detail and documentation accuracy.
- Reliable internet connection and a professional remote work setup.
- Preferred: Experience working with U.S.-based home services companies.
- Preferred: Familiarity with membership plan upselling and service agreements.
- Preferred: Experience working with remote or offshore teams.
- Preferred: Exposure to a Northeast U.S. customer base.
How to apply
Apply through the employer's official contact with your application. The employer has not published a closing date.