Inbound Customer Service & Dispatch Scheduling Virtual Assistant

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Inbound Customer Service & Dispatch Scheduling Virtual Assistant based remotely in United States.** We are seeking a customer-focused and highly organized Virtual Assistant to support a growing mobile tire-service operation in Canada. In this role, you will manage incoming customer calls, coordinate service appointments, and help dispatch technicians across multiple locations. You will work with a team of approximately 50 mobile technicians, ensuring appointments are scheduled efficiently based on availability, location, and travel requirements. Your communication and organizational skills will play a key role in delivering a smooth customer experience and maintaining efficient daily operations. This opportunity is ideal for someone who thrives in a fast-paced environment, can manage competing priorities, and enjoys solving scheduling challenges. The position offers a remote, full-time independent contractor arrangement with a defined weekly schedule and ongoing operational support. ### 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.