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

Customer Service & Dispatch Coordinator – (HVAC & Trades) at Pavago – Pavago Kenya Job Details

About the Role

Pavago is recruiting a Customer Service & Dispatch Coordinator – (HVAC & Trades) to manage daily operations for a U.S.-based home services business. This is a full-time position based in Kenya that sits at the centre of customer communications and field technician coordination. You will handle high-volume inbound requests while ensuring service jobs are scheduled and dispatched efficiently across HVAC, plumbing, and electrical trades.

The role demands someone who can juggle multiple customer interactions, maintain organised schedules, and keep field teams informed in real time. If you have prior experience in customer service jobs in Kenya or similar markets, and you understand how to use CRM systems and dispatch software, this position is designed for you.

Key Responsibilities

• Process high-volume inbound customer communications via phone, email, and chat, maintaining professionalism and empathy throughout each interaction.
• Act as the primary contact for customers from initial inquiry through to service completion and follow-up.
• Schedule and dispatch HVAC, plumbing, and electrical service jobs based on technician availability, skill level, and geographic location.
• Maintain daily and weekly service calendars, monitor job progress in real time, and adjust schedules as operational needs change.
• Manage customer expectations by proactively communicating service updates, delays, and any changes to their appointments.
• Record all customer interactions, job notes, invoices, and service documentation accurately in the CRM system to ensure data integrity and operational continuity.
• Support sales objectives by explaining membership plans and service packages to homeowners, and upselling where appropriate.
• Maintain continuous communication with field technicians, providing job assignments and collecting real-time updates to keep the operation moving smoothly.

Requirements & Qualifications

• Minimum 2 years of experience in customer service and dispatching roles within home services or trades industries.
• Hands-on experience scheduling and dispatching service technicians in a high-volume environment.
• Working knowledge of CRM and field service management platforms such as ServiceTitan or equivalent software.
• Strong spoken and written English communication skills, with the ability to convey information clearly to both customers and technical staff.
• Demonstrated ability to multitask, prioritise competing demands, and remain organised under pressure.
• Meticulous attention to detail with a commitment to accurate documentation and record-keeping.
• Reliable high-speed internet connection with audio and video capabilities for remote work.
• Access to a fast, reliable computer suitable for professional business use throughout the working day.

Preferred Experience

Experience working with U.S.-based home services companies, familiarity with membership or service plan upselling, prior exposure to supporting remote or offshore teams, and knowledge of Northeast U.S. market customer expectations are all valued but not required.

What to Expect

• Your day revolves around handling customer calls, emails, and messages while coordinating dispatch schedules and keeping technicians informed of job assignments and changes.
• You will track CRM records, monitor service metrics, and ensure all operational key performance indicators are met consistently.
• This Customer Service & Dispatch Coordinator – (HVAC & Trades) at Pavago position in Kenya offers a remote working arrangement with direct involvement in keeping customer service and field operations aligned.