Remote Customer Service Rep & Dispatcher

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity. Job Title: Remote Customer Service Rep & Dispatcher (100% Work From Home) Location: Remote from Latin America Salary: $1,500 USD/month base + overtime potential + bonus and incentive opportunities Schedule: Full-time (40 hours/week), Monday through Saturday, 9:00 AM – 6:00 PM (Local Business Time). Saturday availability is required (one weekday off will be provided when working Saturdays). About our Client: Our Client operates a dynamic, rapidly growing mobile pet grooming business dedicated to delivering top-tier, stress-free care directly to pet owners. They pride themselves on building strong bonds of trust with their clientele and maintaining seamless operational efficiency. They cultivate a warm, supportive, and highly collaborative environment tailored for dependable professionals who possess a genuine love for animals and a passion for delivering an exceptional service experience. The Role Our Client is seeking a compassionate, highly organized, and relationship-oriented Customer Service & Dispatch Coordinator to serve as the critical first point of contact for pet owners. This dual-focused role requires an individual who can blend empathetic customer support with tactical calendar management. The successful candidate will manage multi-channel inquiries, build rapport with clients by understanding their pets' unique needs, and strategically optimize the routes and schedules of mobile groomers to maximize daily productivity and customer satisfaction.

Key Responsibilities

Customer Experience & Relationship Building

• Manages high-volume inbound interactions across multiple channels, including phone calls, emails, and text messages, with warmth and professionalism.
• Builds immediate rapport with clients, actively listening to understand specific dog breeds, grooming requirements, and pet care preferences.
• Educates customers confidently on available grooming services, packages, and pricing structures to facilitate seamless bookings.
• Coordinates appointment requests, rescheduling, cancellations, and proactive customer follow-ups.
• Resolves customer concerns and scheduling conflicts professionally, calmly, and empathetically.

Scheduling & Route Dispatching

• Manages daily mobile grooming calendars, mapping out and routing appointments efficiently to reduce travel time and maximize service capacity.
• Coordinates groomers’ schedules in real time to ensure optimal productivity and on-time arrivals.
• Monitors field adjustments and communicates schedule updates or delays promptly to both customers and team members.
• Verifies that all appointment details, gate codes, pet profiles, and service notes are accurate and complete prior to dispatch.

Administrative Support & Industry Integration

• Maintains meticulous customer records, interaction logs, and service histories within the company system.
• Conducts breed-specific research when necessary to speak knowledgeably and confidently about tailored grooming packages.
• Contributes to data entry, operational reporting, and the continuous improvement of scheduling workflows.
• Ensures full operational support coverage during designated business operating hours.

Qualifications, Skills, and Key Competencies

Required Qualifications

• Experience: 2+ years of verified experience in customer service, dispatching, scheduling, virtual assistance, or a closely related customer-facing role.
• Language Integration: Exceptional verbal and written English communication skills, featuring excellent phone etiquette, strong active listening abilities, and a friendly tone.
• Operational Capabilities: Proven ability to handle customer-focused conversations with high empathy, professionalism, and patience under pressure.
• Multitasking & Organization: Elite organizational skills with the ability to manage complex calendars, juggle multiple communication threads, and maintain sharp attention to detail.
• Technical Agility: High comfort level learning and navigating new software, CRM systems, mapping tools, and appointment management databases.
• Workplace Infrastructure: Access to a reliable high-speed internet connection and a quiet, distraction-free home office environment capable of supporting independent work with minimal supervision.

Preferred Qualifications

• Prior experience working within the pet care, veterinary, dog grooming, or animal services industries.
• Direct hands-on experience handling dispatching or routing for mobile or home-service-based businesses.
• Personal experience as a pet owner or a demonstrably strong passion for animal welfare.

Benefits

• Stable Fixed Compensation: A reliable base salary of $1,500 USD per month, supplemented by potential overtime pay and performance-based incentive structures.
• Fulfilling Culture: The opportunity to support a service that brings joy and well-being to pets and their owners, working within a company that deeply values animal care.
• Professional Autonomy: A fully remote infrastructure that empowers high-performing individuals to take absolute ownership of their day-to-day dispatch operations.

Application Disclaimer: Please Read Before Proceeding To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description. Voice/Video Recording is REQUIRED Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified. Mandatory Knockout Questions Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America. Apply Wisely To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications. Check Your SPAM Folder All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication. We appreciate your interest and look forward to reviewing your application! Apply tot his job Apply To this Job