Inbound Customer Service & Dispatch Scheduling Virtual Assistant

Accountabilities:

You will provide inbound customer service, appointment scheduling, and administrative coordination to help ensure efficient service delivery. Your responsibilities will include:

• Answer incoming customer calls promptly and professionally, providing helpful and courteous assistance.

• Collect accurate customer details and information about requested services.

• Explain standard service information, booking procedures, and appointment options using approved guidance.

• Respond to routine customer questions and concerns, escalating unusual requests or complex service issues when necessary.

• Book service appointments in the designated scheduling system, taking technician availability, location, and existing commitments into account.

• Coordinate appointments based on geographic proximity and reasonable travel times to support efficient technician dispatch.

• Confirm booking details, maintain accurate appointment records, and communicate schedule changes to relevant parties.

• Check technician status and confirm whether technicians are en route when required.

• Update customer information, service records, and scheduling documentation.

• Track unresolved scheduling issues and customer follow-ups to ensure timely resolution.

• Coordinate with the existing administrative and Virtual Assistant team to maintain consistent operations.

• Follow established procedures for routing inquiries, resolving routine scheduling problems, and reporting outstanding customer or technician matters.

• Deliver agreed services professionally and meet the timelines, guidelines, and deliverables specified in the engagement agreement.

Requirements:

The ideal candidate has experience in inbound customer service, excellent spoken English, and the organizational skills needed to coordinate appointments in a busy service environment. You should be comfortable handling phone inquiries, managing multiple tasks, and maintaining accurate records. The key requirements include:

• Previous experience handling inbound calls or working in a customer service role.

• Excellent spoken English, with a native or near-native level of fluency and pronunciation.

• Strong communication and active listening skills, with a professional and customer-oriented phone manner.

• Excellent organizational skills, attention to detail, and the ability to multitask effectively.

• Strong time management and practical problem-solving abilities, particularly when managing appointment schedules and competing priorities.

• Experience with appointment booking, technician dispatch, or scheduling coordination is strongly preferred.

• Experience working in a high-volume call environment is an advantage.

• Familiarity with calendar tools, customer relationship management (CRM) platforms, scheduling software, or dispatch systems is preferred.

• Experience in automotive services, mobile services, or field-service operations is a plus.

• Ability to work independently, follow established procedures, communicate schedule changes clearly, and escalate issues appropriately.

• Availability to work 40 hours per week, Wednesday through Sunday, from 7:00 AM to 4:00 PM, with a one-hour unpaid lunch break.

• Willingness to work under an independent contractor agreement rather than an employment contract.

Benefits:

• Fully remote work arrangement.

• Full-time engagement with 40 contracted hours per week.

• Competitive compensation rates.

• Weekly payments processed according to the terms of the engagement.

• Free training and opportunities for professional upskilling.

• Ongoing support, guidance, and access to a collaborative Virtual Assistant community.

• Opportunity to develop customer service, scheduling, dispatch coordination, and remote business support skills.

• Access to various other opportunities as they become available.