Service Locating Agent

Kelly Services; Morristown (TN); Remote; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement savings plan

Holiday pay & transit benefits

Paid sick leave

Job summary

Kelly Services is seeking a detail-oriented Service Locator to support warranty repair operations. In this remote role, you will locate qualified repair providers, negotiate scheduling with customers and technicians, and ensure timely dispatch.

Experience in a call center and strong internet research skills are essential; you will document cases clearly, coordinate with vendors, and dispatch via internal systems.

Qualifications

• Education: High School Diploma or GED; associate/bachelor preferred.
• Call center, dispatch, or customer contact experience required.
• Ability to conduct internet research and multi-tab browsing.
• Strong documentation and attention to detail when logging cases.
• Experience coordinating with customers, technicians, and vendors.
• Familiarity with warranty claims or field dispatch is a plus.

Responsibilities

• Queue & Case Management: Review assigned cases, verify repair requirements and coverage.
• Provider Sourcing & Research: Search databases and internet to identify providers.
• Customer & Vendor Coordination: Schedule appointments and confirm dispatch details.
• Inbound Agent Support: Assist with urgent dispatch requests from care agents.
• Service Dispatching: Dispatch service calls via internal scheduling platform.
• Case Documentation: Log detailed notes of interactions with customers and technicians.

Skills

Call Center Experience

Multi-Party Communication

Documentation & Detail

Internet Research

Microsoft Office (Word & Excel)

Multitasking

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Service Locator

Location: Remote (Must be available to work Eastern Standard Time)

Pay Rate: $22.00 / hour

Schedule: Monday – Friday, 9:00 AM – 6:00 PM EST (40 hours/week)

Position Type: Full-Time Contract

Position Overview

We are looking for a detail-oriented, resourceful Service Locator to support warranty repair operations. In this role, you will be responsible for locating qualified, cost-effective service providers and technicians to complete repairs for customers covered under extended warranty plans.

Using internal dispatch systems, web research, and direct phone/email outreach, you will identify repair partners, negotiate scheduling with both customers and technicians, and ensure smooth, timely dispatch. This position is ideal for candidates with call center experience who excel at web-based research, multitasking across multiple systems, and clear case documentation.

Key Responsibilities

• Queue & Case Management: Review assigned cases from the locating queue, evaluate case notes, and verify product repair requirements and coverage.

• Provider Sourcing & Research: Search internal databases to match products with qualified network service providers. Conduct advanced internet searches to identify and recruit new independent service contractors when no network providers are available.

• Customer & Vendor Coordination: Place outbound calls to policyholders to coordinate convenient service appointment dates and times. Communicate with service providers, technicians, and vendors via phone and email to confirm availability and dispatch details.

• Inbound Agent Support: Answer incoming calls from internal customer care agents to assist with urgent service dispatch requests.

• Service Dispatching: Formally dispatch service calls through the internal scheduling platform following standardized operational workflows.

• Case Documentation: Record detailed, accurate case notes capturing all interactions with customers, technicians, and third-party vendors.

Qualifications & Requirements

Must-Have Qualifications:

• Education: High School Diploma or GED required (Associate/Bachelor’s degree or technical training preferred).

• Call Center Experience: Prior experience in a call center, dispatch, or customer contact environment.

• Multi-Party Communication: Demonstrated experience interacting with customers, technicians, vendors, and service contractors via phone and email.

• Technical & Research Skills: High proficiency with internet research, search engines, and multi-tab browser navigation; intermediate proficiency with Microsoft Office (Word and Excel).

• Multitasking: Ability to toggle seamlessly between multiple internal databases, web pages, and telephone queues in a single active session.

• Documentation & Detail: Exceptional written documentation skills and attention to detail when logging case histories.

Preferred Skills:

• Strong conflict resolution and problem-solving abilities.

• Proven reliability, attendance, and time-management in a high-volume, production-driven setting.

• Experience handling warranty claims, logistics coordination, or field service dispatch.

Workspace & Equipment Requirements

• Dedicated, quiet home office space free from distractions.

• Reliable high-speed internet connection suitable for remote call center tools and multi-system navigation.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type.

• Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability.

• As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account.

• In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Get a complete career fit with Kelly.

You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice (https://www.kellyservices.com/hubfs/myKelly/Resources/Employment_Policies/Recruitment-Artificial-Intelligence-Notice.pdf?hsLang=en) .

Kelly Services is proud to be an Equal Employment Opportunity and Aff