Offshore Customer Service & Dispatch Coordinator

Position Overview We are seeking a highly organized, detail-oriented Offshore Customer Service & Dispatch Coordinator to join our fast-paced U.S. operations team. In this role, you will be the critical link between our U.S.-based customers, appointment setters, and field technicians. You will not just take calls; you will actively manage customer sentiment, enforce operational protocols, and ensure our field schedules run seamlessly. Key Responsibilities Proactive Customer Care: Handle inbound and outbound calls with a warm, empathetic, and professional tone. Execute proactive notification protocols when technician schedules shift. Data & CRM Management: Accurately create, update, and log jobs in our CRM system. Write impeccable, structured, and scannable "Shared Notes" detailing customer history and sentiment. Field Coordination: Work directly with U.S.-based technicians and dispatchers to optimize routes, troubleshoot schedule delays, and confirm job readiness. Escalation Handling: Identify high-risk or frustrated customers and execute specific communication scripts to de-escalate situations and retain business. Technical Requirements Experience: 2+ years of experience in a BPO or call center environment supporting U.S.-based home services, logistics, or dispatch companies preferred. Language: Impeccable verbal and written English (neutral accent with C1/C2 proficiency). Tech Savvy: Proven experience using CRM/Field Service Management software (e.g., ServiceTitan, Jobber, Housecall Pro, or similar) and VoIP systems (e.g., RingCentral, Dialpad). Availability: Ability to work fixed or rotating shifts during U.S. business hours (8 AM - 5 PM CST]), including potential weekend shifts depending on business needs. Work-From-Home Infrastructure Requirements (Non-Negotiable) Internet: Dedicated fiber internet connection (minimum 25 Mbps download / 10 Mbps upload) with a documented backup internet source (e.g., pocket Wi-Fi or secondary ISP). Power: Reliable desktop/laptop with a functioning UPS (Uninterruptible Power Supply) or power station backup to ensure zero downtime during local power outages. Environment: A quiet, dedicated home office space free from background noise (no roosters, traffic, or family noise), equipped with a noise-canceling headset. Why Join Us Stability: Long-term, stable career opportunity with a growing U.S.-based company. Compensation: $3.00–$5.00/hour, scaling based on experience, performance, and technical capability + bonus Support: Work within a highly systemized environment where processes are clearly defined and success is measurable.