Customer Service & Dispatch Coordinator

Location: Remote, South Africa
Employment Type: Full-Time, Independent Contractor (W-8BEN)
Schedule: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time (4:00 PM to midnight South Africa time) [confirm with client]
Compensation: $1,500 to $1,800 USD/month, depending on experience
Reports To: Operations Manager

About the Company

Our client is an established Canadian home services group with a growing pest control business. They are building a lean, high-quality team to deliver a service where every customer feels looked after, from the first call to the final follow-up.

Role Overview

The Customer Service & Dispatch Coordinator is the main point of contact for customers by phone, SMS and email. You will answer service and billing questions, book and adjust appointments, keep field technicians informed, and turn new enquiries into booked services.

The team’s guiding principle is simple: when a request can’t be solved on the spot, getting back to the customer quickly with the right answer beats giving a fast answer that turns out to be wrong. You stay calm, organized and friendly while juggling several requests, and you own each one until it’s closed.

Key Responsibilities

Customer Service

Handle incoming calls and emails promptly and professionally.
Explain services and answer questions about appointments, accounts and treatments.
Resolve concerns and build long-term customer relationships.

Scheduling & Dispatch

Book and reschedule initial treatments and recurring service visits.
Monitor technician schedules and route efficiency, and prioritize urgent appointments.

Technician Support

Relay work orders, customer requests and service updates between customers, technicians and management.
Track open service issues through to resolution.

Sales & Retention

Process new service orders and present treatment plans.
Recommend additional services where they fit the customer’s needs.
Address concerns from customers considering cancelling, and help retain them.

Billing & Records

Answer billing and pricing questions, and coordinate fixes for account issues.
Keep detailed records of every interaction, request and follow-up, clear enough for anyone on the team to pick up.

Hard Skills & Qualifications

Customer service experience handling inbound calls and emails, with a professional, friendly phone manner.
Clear, confident spoken and written English.
Experience scheduling appointments and coordinating field technicians in scheduling, dispatch or service management software.
Comfortable discussing services and pricing, and converting enquiries into bookings.
Comfortable answering billing questions and handling payment information responsibly.
Working proficiency in Outlook, Word and Excel, with accurate data entry.
Willingness to learn pest control services, treatment plans and company procedures.
Full availability during Eastern Time business hours.

Strong plus:

A background in home services, dispatch, hospitality or inside sales.
Experience with PestPac or a similar field service platform, such as ServiceTitan, FieldRoutes, Jobber or Housecall Pro.
Experience with recurring service models, upselling and customer retention.

Soft Skills

Calm and pleasant under pressure, even with upset customers.
Highly organized across many moving parts.
Would rather say “let me confirm and call you back” than guess.
Knows when to handle something alone and when to escalate.
Owns every request from start to finish.
Keen to learn a new industry.

About the Ideal Candidate

You’re the person customers trust for answers. You can calm an unhappy caller, rebook three technicians and turn an enquiry into a booking, all in the same hour, without losing track of anything. And when you don’t know the answer, you find the right one and call back when you said you would.

Why This Role Matters

Every customer’s first impression of the business runs through you. Your accuracy and follow-through will shape the brand’s reputation from day one.

Dispatch and Customer Service Coordinator - 65693307937