The role involves managing customer interactions, scheduling service appointments, updating CRM systems, and ensuring client satisfaction in a remote environment.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- Experience Level: Minimum 3-5 years of experience in customer support, dispatch, office administration, or service-based operations (home services industry experience preferred)
- Communication Skills: Strong spoken and written English with a clear, neutral or American-accented voice suitable for direct client interaction and phone-based support
- Dispatch & Scheduling Expertise: Proven ability to manage technician schedules, coordinate service routes, and handle real-time adjustments in a fast-paced service environment
- CRM & Systems Proficiency: Hands-on experience working within CRM systems, including lead entry, pipeline management, and maintaining accurate customer data across multiple input channels
- Customer Service & Retention Mindset: Ability to confidently handle client concerns, resolve issues, and maintain strong customer relationships to support repeat business and positive reviews
- Operational Independence & Reliability: Highly organized, proactive, and capable of managing office and dispatch responsibilities independently without becoming a bottleneck in daily operations
Core responsibilities:
- Client Communication & Call Handling: Manage inbound and outbound calls, texts, and messages with homeowners, providing clear, professional support for service inquiries, scheduling, and updates while maintaining a strong, neutral or American-accented communication style
- Scheduling & Dispatch Coordination: Build and manage daily job schedules, assign technicians efficiently, and coordinate routes to maximize productivity across service areas while ensuring timely arrivals
- Pre-Service Client Updates: Proactively notify customers ahead of appointments with arrival windows, confirmations, and real-time updates to improve customer experience and reduce no-shows
- CRM Management & Lead Tracking: Accurately input, update, and manage all leads from multiple sources (calls, messages, inquiries) within the CRM, ensuring complete visibility of pipeline and job status
- Office Operations Admin: Handle day-to-day administrative workflows including job tracking, technician coordination, and maintaining organized records to support a smooth-running service operation
- Customer Retention & Issue Resolution: Handle client concerns, service questions, and post-job follow-ups with a focus on retention, satisfaction, and long-term relationship management
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
This is a remote position.
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