Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.
The Role
We're seeking a Customer Service Representative & Dispatcher. This role is designed for a highly organized, detail-oriented professional who thrives in a structured, fast-paced remote environment.
You'll play a key role in managing customer interactions while coordinating technician schedules to ensure efficient and timely service delivery.
Location: Must be in Colombia Remote.
Environment: Colombian and International Teams.
Language: Advanced English (B2+ - C1).
Timezone: Monday to Friday 9:00 AM to 6:00 PM EST.
Contract: Non-fixed Term Colombian Contract.
Requirements
- 12 years of customer service, administrative, or dispatch experience
- Strong English communication skills (written and verbal)
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Experience with CRM or scheduling software
- Strong organizational and multitasking skills
- Ability to work independently in a fully remote environment
- Availability to work U.S. Eastern Time (EST) business hours
- Reliable high-speed internet and professional home office setup
Preferred Qualifications (Nice-to-Haves)
- Experience in HVAC, home services, logistics, or field service industries
- Prior dispatch or scheduling experience in a service-based business
- Experience with ServiceTitan or similar field service management platforms
- Background in call center or BPO environments
- Experience with upselling or customer retention initiatives
Skills & Competencies
- Customer-first mindset with strong problem-solving skills
- High attention to detail and accuracy in data entry
- Ability to prioritize and manage multiple tasks simultaneously
- Strong interpersonal and communication skills
- Ownership mentality and accountability
- Adaptability in a fast-paced service environment
Education: Technical or professional studies in Administration, Business, Communications, or related fields (preferred).
Experience: 12 years in customer service, administrative support, or dispatch roles. Experience in call centers, BPO, or service-based industries is a plus.
Skills: Proficiency in Microsoft Office (Word, Excel, Outlook), experience with CRM or scheduling tools, strong organizational and multitasking abilities, and excellent written and verbal communication in English.
Characteristics: Customer-first mindset, high attention to detail, strong problem-solving skills, accountability, adaptability, and ability to work independently in a remote environment.
Responsibilities
Customer Service & Call Management
- Answer inbound customer calls promptly and professionally
- Respond to service inquiries, appointment requests, and customer concerns
- Provide clear and accurate information regarding services, scheduling, and pricing
- Conduct follow-up calls to ensure customer satisfaction and issue resolution
- Document all customer interactions accurately within the CRM system
Scheduling & Dispatch Coordination
- Schedule service appointments based on technician availability and service priorities
- Dispatch technicians efficiently to optimize routes and maximize productivity
- Communicate schedule updates or changes to customers and field teams in real time
- Monitor job progress and adjust dispatch plans as needed to ensure timely service
Work Order & Administrative Support
- Create, update, and close work orders with accuracy and attention to detail
- Maintain organized digital records and customer files
- Assist with preparing purchase orders and internal documentation
- Support daily administrative operations and cross-functional coordination
Sales & Customer Retention Support
- Identify opportunities to promote maintenance plans and additional services
- Support marketing initiatives through outbound customer follow-ups
- Contribute to customer retention through proactive communication and service excellence
KEY PERFORMANCE INDICATORS (KPIs)
- Call Answer Rate: 95% of inbound calls answered within target timeframe
- Customer Satisfaction (CSAT): 90% satisfaction rating
- Scheduling Accuracy: 98% accuracy in appointment scheduling and dispatch assignments
- Response Time: All customer inquiries addressed within 1 business hour
- Work Order Accuracy: 99% error-free documentation
- Upsell Conversion Rate: Achievement of monthly service plan or add-on sales targets
- On-Time Dispatch Rate: 95% adherence to scheduled dispatch timelines
