Dispatcher, Customer Service Representative (US Appliance Repair Company)

Sam Appliance Repair is a U.S.-based home appliance repair company serving customers throughout Southern California. We are hiring 2 Dispatchers / Customer Service Representatives to join our remote dispatch team.

This is not simply an «answer the phone» position. We are looking for dispatchers who understand that one of their primary responsibilities is helping turn incoming opportunities into scheduled service appointments while providing excellent customer service.

Number of openings: 2 positions

Responsibilities:

• Answer incoming customer phone calls professionally and promptly.
• Respond quickly to incoming leads and customer inquiries.
• Handle leads from phone calls, Yelp, Google, online booking, text messages and other company lead sources.
• Collect complete and accurate customer information.
• Understand the customer’s appliance problem by asking appropriate questions.
• Schedule and book service appointments.
• Actively work to convert qualified inquiries into booked appointments.
• Follow up with customers who have not yet scheduled.
• Follow up on missed calls and other potentially lost opportunities.
• Communicate with technicians regarding schedules, jobs and customer information.
• Help organize technician schedules and routing.
• Maintain accurate customer profiles, service addresses, job information and notes.
• Correctly enter and update information in Housecall Pro.
• Follow company procedures and SOPs.
• Handle customer questions and concerns professionally.
• Communicate important information to management and other team members.
• Complete required reporting and administrative tasks.

Requirements:

• Advanced (C1) / Fluent English is REQUIRED. You will speak directly with American customers by phone throughout the workday, so strong spoken English, excellent listening comprehension, and the ability to speak naturally, confidently and professionally with U.S. customers are essential.
• Excellent communication and interpersonal skills are REQUIRED: communicate clearly and confidently, listen carefully and understand what the customer needs, ask the right questions, explain information clearly, maintain a positive and professional conversation, handle objections appropriately, build rapport and trust, communicate effectively with technicians, management and other dispatchers, stay calm and polite in difficult conversations, and guide the conversation naturally toward booking an appointment when appropriate.
• Reliable, stable HIGH-SPEED internet connection suitable for continuous VoIP calls and professional remote work is REQUIRED. This position involves frequent customer phone calls throughout the shift, so poor or unstable internet is not acceptable. A quiet, professional environment for customer calls is also required.
• Comfortable working according to U.S. Pacific Time and potentially working weekends, depending on your assigned schedule.
• Comfortable with the commercial side of customer service: identify what the customer needs, explain the service professionally, handle reasonable objections, follow up when appropriate, encourage the customer to schedule, and avoid unnecessarily losing qualified leads — without pressuring customers.

Experience (preferred):

• Relevant experience as a dispatcher, customer service representative, call center agent, appointment scheduler, or in sales / lead conversion.
• Experience with U.S. customer service or U.S. home-service companies.
• Experience with appliance repair, HVAC, plumbing, electrical, garage door, cleaning, restoration or another U.S. home-service business is a strong advantage.

Software:

• Experience with Housecall Pro is a STRONG advantage.
• Experience with ServiceTitan, Jobber, Workiz or similar field-service / CRM software is also valuable.
• Candidates without Housecall Pro experience may still be considered if they have strong relevant experience and can learn quickly.

Personal qualities we value:

• Positive and friendly personality; warm, respectful and customer-friendly communication.
• Pleasant and confident phone manner.
• Good memory and ability to learn and retain company procedures, pricing rules, technician capabilities and operational details.
• Strong attention to detail; organized and responsible.
• Reliable and punctual; patient with customers; able to stay professional under pressure.
• Proactive and self-motivated; able to follow procedures without constant reminders.
• Customer-service mindset and a sales / booking mindset.
• Team player.

Work conditions:

• Full-time, fully remote, long-term position with a U.S. company.
• Our dispatch operation provides coverage 7 days per week from 8:00 AM to 6:00 PM Pacific Time. This does NOT mean that each dispatcher works all 7 days or the entire 10-hour coverage window. Each dispatcher works an agreed shift schedule with regular days off.
• Training on Sam Appliance Repair procedures, pricing rules and Housecall Pro will be provided.
• Compensation: $600/month base salary + performance-based bonus of up to $100/month. Total potential compensation: up to $700/month. Compensation is calculated in USD equivalent.

Performance:

Performance and the monthly bonus will be evaluated based on overall job performance, using relevant KPIs including booking / conversion performance, response time, missed-call and lead follow-up, accuracy of customer and job information, communication quality, customer service quality, reliability, compliance with company procedures, and overall contribution to the dispatch team’s results.

If you are a friendly, organized communicator who enjoys helping customers and turning inquiries into booked appointments, we would like to hear from you.