Customer Service and Dispatcher

Position Type: Full Time

Location: Philippines (Remote)

Schedule: Monday–Friday 8:30 AM–5:30 PM CST + Half-day Saturday (9:30 AM-2:30 PM CST)

About the Company

Our client is a family-owned indoor air quality and restoration company based in Houston, Texas, with over a decade of experience serving residential and commercial clients. The company specializes in air duct cleaning, mold testing and remediation, dryer vent and attic cleaning, and fire and water damage restoration, using advanced equipment and organic, health-focused solutions to improve indoor environments.

About the Role

As the Customer Service and Dispatcher, you’ll be the main point of contact between customers and field technicians. This dual-role position combines call handling and administrative support, including job scheduling, CRM updates, basic billing tasks, and operational coordination.

Responsibilities

• Inbound Call Management: Handle ~20 calls per day from customers regarding appointments, billing, service concerns, and technician whereabouts.

• Scheduling & Dispatch: Manage technician schedules in our CRM (PestRoutes), ensuring efficient job pool distribution.

• CRM Administration: Enter and update customer records, manage billing entries, and execute key support workflows in PestRoutes.

• Billing Support: Follow up on unpaid invoices and manage recurring billing issues.

• Technician Liaison: Act as the communication link between field techs and customers, translating needs clearly and effectively.

• Customer Retention: Proactively handle cancellation attempts, resolve concerns, and uphold service quality standards.

• Other Admin Tasks: Occasional inventory ordering, service area coordination, and ops support.

Competencies and Qualifications

Must-Have

• Experience: At least 5–7+ years in customer service, dispatch, or office admin roles; preferably in home services.

• Tech Savvy: Familiarity with CRMs (PestRoutes is a plus) and phone systems.

• Detail-Oriented: Strong organizational skills, with high attention to task accuracy and schedule adherence.

• Excellent Communicator: Clear, confident English on phone calls—no filler language, empathetic yet firm when needed.

• Independent Worker: Able to manage solo responsibilities without daily supervision.

• Reliable: Looks to join a company long-term and grow within a stable, trusted environment.

Nice-to-Have

• Prior experience in the pest control, HVAC, or home services industry

• Proven dispatcher or scheduling experience

• Familiarity with U.S. customer service expectations

• Seniority or leadership capability (potential to manage future team)

Application Process

We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.

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