[SA] Customer Service Dispatch Representative 16171

Somewhere; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A service provider in the HVAC industry is seeking a Customer Service / Dispatch Representative for a remote position exclusively for candidates in South Africa. This role involves answering after-hours calls, documenting customer issues, and dispatching technicians as needed. Ideal candidates will demonstrate excellent communication skills and have previous customer service experience. You must have your own reliable internet connection and a quiet workspace for handling calls. Compensation ranges from $1400 to $1600 monthly.

Qualifications

• Previous customer service or call center experience is required.
• Excellent phone listening and communication skills essential.
• Ability to remain calm under pressure and deliver empathy.
• Strong attention to detail and adherence to processes.
• Must have a personal computer and reliable internet.
• Quiet workspace for customer calls is necessary.

Responsibilities

• Answer inbound after-hours calls from residential customers.
• Identify issues and document details accurately in Service Titan CRM.
• Dispatch appropriate technicians based on customer needs.
• Deliver a calm, empathetic experience to customers.
• Coordinate jobs and follow up on emergencies as needed.

Skills

Customer Service

Communication Skills

Problem Solving

Attention to Detail

Tools

Service Titan

Job description

LOOKING FOR CANDIDATES WITHIN THE SOUTH AFRICA REGION

We prioritize the processing of one active application at a time. If you have applied for multiple job openings within our organization we kindly request that you direct any update inquiries to the team responsible for handling your initial application.

Please note that only resumes submitted in English will be considered for review fully remote role only for South Africa Candidates.

POSITION: CUSTOMER SERVICE / DISPATCH REPRESENTATIVE

Working Hours: After-hours coverage (Evenings Weekends and Holidays as assigned)

Salary Range: $1400 - $1600 / month (The final offer is at the client’s discretion and will be based on the candidate’s skills and years of experience.)

Type of contract: Full‑Time

Type of job: Remote

Client Interview Process: Possible multiple interviews and an assessment

About the Company

The client operates in the plumbing, heating, ventilation, air-conditioning (HVAC) and electrical services industry.

Key Responsibilities

Customer Service

• Answer inbound after‑hours calls from residential customers.
• Listen attentively and identify issues such as no heat, water leaks or electrical outages.
• Book appointments and document details accurately in our Service Titan CRM.
• Deliver a calm, empathetic experience to customers who may be dealing with stressful situations.
• Represent the client’s brand with professionalism and a positive service‑oriented attitude.

Dispatch

• Screen each call to determine if it qualifies as an emergency using clear company criteria.
• Consider factors such as Club Members (loyalty program customers) and warranty calls within 2 years of service.
• Dispatch the appropriate on‑call technician (plumber, HVAC tech or electrician).
• Coordinate jobs up to approximately 10:00 PM ET; emergencies beyond this time are logged for next‑day follow‑up.
• Dispatching is a simple CRM process (a few clicks, not complex routing).

Minimum Requirements

• Previous customer service or call center experience.
• Excellent phone listening and communication skills.
• Calm under pressure and able to deliver empathy and assurance.
• Strong attention to detail and ability to follow process‑driven workflows.
• Must have your own laptop/desktop and reliable high‑speed internet.
• Quiet professional workspace suitable for handling customer calls.

Preferred (Nice to Have)

• Experience using Service Titan or other CRM systems.
• Baseline understanding of home systems (e.g., plumbing fixtures, heating/cooling equipment or electrical basics).

Work Schedule

This is an after‑hours role that primarily covers evenings and weekends.

The typical schedule is:

• Monday–Thursday: 4:30 PM – 10:00 PM ET
• Friday: 3:00 PM – 10:00 PM ET
• Saturday: 7:00 AM – 5:00 PM ET
• Some flexibility or rotation may be arranged based on coverage needs (e.g., alternating weekend days or adjusting weekday hours).

Candidates should be comfortable with a flexible after‑hours schedule aligned with U.S. Eastern Time.

Application Requirements

When applying for this position please complete the following:

1 - Video Introduction Submission

• Record a short video (maximum 3 minutes) using Loom or Vimeo answering the following questions:

• Tell us a bit about yourself.
• Describe your relevant experience for this position.
• Why would you be a great fit for this role?

2 - Typing Test

• The passing score is a minimum typing speed of 45 words per minute (WPM).
• Before taking the final assessment on Somewhere’s typing test we highly recommend practicing with other online typing tests as you will have only one attempt for this application.

Please ensure both requirements are completed before submitting your application.

Additional Information

Key Skills: Typing, Data Entry, Customer Service, Basic Math, Computer Skills, Windows, Banking, Upselling, Pricing, Sanitation, Cash Handling, Stocking

Gross Monthly Salary: $1400 - $1600