Inbound Customer Service & Dispatch Scheduling Virtual Assistant

United StatesRemoteFull-timemid

Customer SupportCustomer Service Representative

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Quick Summary

Key Responsibilities

Answer incoming customer calls promptly and professionally, providing helpful and courteous assistance. Collect accurate customer details and information about requested services.

Technical Tools

Customer SupportCustomer Service Representative

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.

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

~2 min read

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.