Customer Care & Dispatch Coordinator (Bilingual - English/Spanish)

Customer Care & Dispatch Coordinator (Bilingual - English/Spanish) Remote | Virtual Assistant Company: Fortitude Builders & Restoration (FBR) About Us Fortitude Builders & Restoration is a growing residential restoration and design-build company serving homeowners throughout North Carolina. We specialize in insurance restoration, roofing, remodeling, additions, kitchens, bathrooms, and home improvements. We are building a modern, technology-driven company focused on exceptional customer service, organization, and communication. Every phone call represents a homeowner who may be experiencing one of the most stressful situations of their lives. We are looking for someone who is compassionate, professional, organized, and able to create an outstanding first impression. Position Summary We are seeking a bilingual (English/Spanish) Customer Care & Dispatch Coordinator to serve as the first point of contact for our customers. This is an inbound calls only position. You will answer incoming calls, gather customer information, route calls to the appropriate team member using Google Voice, answer basic questions, and ensure every customer receives exceptional service. You will become an important part of our company’s operations and customer experience. Schedule Coverage is required during the following hours: Monday – Friday 7:00 AM – 7:00 PM Eastern Time Saturday 8:00 AM – 4:00 PM Eastern Time Please indicate: Your availability Your time zone Whether you can cover the full schedule or only portions of it We are open to hiring: One full-time assistant Two assistants sharing shifts A small virtual team providing full coverage Responsibilities Answer all inbound phone calls professionally. Provide exceptional customer service to homeowners. Answer calls in both English and Spanish. Gather caller information accurately. Determine the purpose of each call. Transfer calls to the appropriate Fortitude team member using Google Voice. Take detailed messages when representatives are unavailable. Create and update customer records. Schedule appointments when instructed. Monitor voicemails. Follow call handling procedures. Maintain confidentiality. Represent the Fortitude brand professionally at all times. Required Skills ✔ Fluent English ✔ Fluent Spanish ✔ Excellent verbal communication ✔ Professional phone etiquette ✔ Friendly personality ✔ Strong organizational skills ✔ Reliable internet connection ✔ Quiet home office ✔ Noise-cancelling headset ✔ Computer with dual monitors preferred ✔ Comfortable using: Google Voice Google Workspace Gmail Google Calendar Google Drive Web-based CRM software Microsoft Office Preferred Experience Experience working with: Contractors Construction companies Roofing companies Insurance restoration Property management Home services Previous experience as: Virtual Receptionist Customer Service Representative Dispatcher Administrative Assistant Executive Assistant is highly preferred. Call Handling Expectations You will answer calls professionally such as: “Thank you for calling Fortitude Builders & Restoration. This is Maria. How may I help you today?” You will: Determine the customer’s needs Collect contact information Route calls appropriately Transfer calls using Google Voice Document the interaction No outbound sales. No cold calling. Inbound calls only. Performance Expectations We value: Professionalism Empathy Dependability Excellent communication Attention to detail Positive attitude Fast response times Problem-solving skills Equipment Requirements Applicant must have: Reliable high-speed internet Computer Webcam Professional headset Quiet workspace Backup power and internet preferred Compensation Please include: Your hourly rate Your availability Your location Your internet speed Your experience Resume To Apply Please answer the following questions: Tell us about your customer service experience. Are you fluent in both English and Spanish? Have you worked for a contractor, construction company, or home service company? Have you used Google Voice? Have you used Google Workspace? What hours are you available? What is your hourly rate? What country are you located in? What internet speed do you have? Please record a 1–2 minute audio introduction in English. Please record a 1–2 minute audio introduction in Spanish. Why do you believe you would be an excellent fit for Fortitude Builders & Restoration? Bonus Qualifications Experience with any of the following is a plus: CompanyCam Buildertrend JobTread AccuLynx JobNimbus HubSpot Salesforce QuickBooks Twilio SignNow AI tools (ChatGPT, Claude, Gemini, Microsoft Copilot) About Fortitude At Fortitude Builders & Restoration, our mission is simple: To restore homes, rebuild lives, and provide homeowners with an exceptional experience from the first phone call through project completion. If you enjoy helping people, communicating professionally, and being part of an innovative company, we’d love to hear from you.