Operations Coordinator

# Operations Coordinator — Dispatch & CRM

**Location:** Remote (Philippines-based)
**Schedule:** Full-time, U.S. business hours
**Type:** Work from home

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## Position Summary

The Operations Coordinator is responsible for managing the full lifecycle of a service job — from the ---------- nt a request comes in to the ---------- nt the invoice is closed and paid. This is a generalist operations role that combines dispatch, customer service, CRM administration, billing, and vendor management. The role sits at the center of daily operations and works alongside automated and AI-assisted systems.

This is a high-volume, fast-paced position. The right person is organized, calm under pressure, and comfortable owning a job from start to finish without being told what to do next.

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## Core Responsibilities

### Dispatch & Job Management
- Receive inbound service requests via phone, web forms, and CRM intake
- Gather accurate job details: location, vehicle type, service needed, urgency
- Identify and assign the appropriate service provider based on location, capability, and availability
- Coordinate with providers to confirm acceptance, dispatch, and estimated arrival
- Track jobs in progress and provide status updates to customers
- Escalate delays, complications, or provider no-shows immediately
- Manage multiple active jobs simultaneously without losing track of any of them

### Phone & Customer Service
- Answer inbound calls professionally and quickly
- Communicate clearly with drivers, fleet managers, and service providers
- De-escalate frustrated customers — many callers are stranded and stressed
- Make outbound follow-up calls to customers and providers as needed
- Maintain a courteous, competent tone in every interaction

### CRM Administration
- Create, update, and maintain job records in the CRM
- Perform accurate data entry across customers, jobs, providers, and payments
- Keep records clean, complete, and current — no missing fields, no stale data
- Attach documentation, photos, and notes to the correct records
- Run basic reports and pull information on request

### Billing & Payment Processing
- Verify that work was completed as ordered before closing a job
- Generate and issue invoices accurately
- Process customer payments
- Follow up on outstanding and unpaid invoices
- Reconcile discrepancies between quoted, performed, and billed amounts
- Close out completed jobs cleanly in the system

### Vendor & Network Management
- Onboard new service providers into the network
- Collect and verify required provider documentation
- Enter and maintain provider profiles, service areas, capabilities, and rates
- Serve as a point of contact for providers with questions or issues
- Help identify and recruit providers in areas where coverage is thin

### Working with AI Systems
- Work alongside AI agents that handle portions of intake, communication, and administrative workflow
- Review, correct, and complete work handed off from automated systems
- Escalate anything the AI cannot resolve
- Flag errors, gaps, or bad outputs so systems can be improved

### General Support
- Support business growth initiatives as needed
- Take on new responsibilities as the operation scales
- Assist across multiple business divisions depending on daily need

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## Required Qualifications

- **Excellent spoken and written English** — clear, neutral accent; you will be on the phone with U.S. customers all day
- Strong computer literacy and the ability to learn new software quickly
- Experience working in a CRM, ticketing system, or similar platform
- High attention to detail — billing and dispatch records must be accurate
- Ability to multitask and prioritize under pressure
- Reliable, self-directed, and accountable without close supervision
- Professional phone presence
- Reliable high-speed internet connection
- Quiet, dedicated work-from-home workspace
- Computer/laptop capable of running web-based software and handling calls
- Availability to work U.S. business hours (including possible weekend or after-hours shifts)

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## Preferred Qualifications

- Prior experience in dispatch, logistics, trucking, roadside assistance, towing, or fleet services
- BPO, call center, or U.S.-facing customer service experience
- Experience with invoicing, billing, or accounts receivable
- Familiarity with U.S. geography — states, cities, and highways
- Experience working with AI tools or automated workflows
- Vendor management or supplier onboarding experience

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## Key Competencies

| Competency | What It Looks Like |
|---|---|
| **Urgency** | You understand that a stranded driver is losing money every minute. You move fast. |
| **Ownership** | You take a job from intake to closed invoice without dropping it. |
| **Accuracy** | Your data entry is clean. Your invoices are right the first time. |
| **Composure** | Angry customer, missing provider, three jobs at once — you stay level. |
| **Communication** | Customers, providers, and teammates always know where things stand. |
| **Adaptability** | Processes change, tools change, priorities change. You adjust. |

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## Performance Expectations (First 90 Days)

- **Days 1–30:** Learn the CRM, the service categories, and the dispatch workflow. Handle inbound calls with support. Begin entering and updating job records independently.
- **Days 31–60:** Independently dispatch and manage jobs end to end. Begin closing out invoices and processing payments. Assist with vendor onboarding.
- **Days 61–90:** Operate at full capacity across dispatch, CRM, billing, and vendor management. Handle escalations. Identify process gaps and suggest improvements.

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## Growth Path

This role is the foundation of the operations organization. Coordinators who master dispatch, the CRM, and the billing cycle are the natural candidates for **Senior Coordinator**, **Team Lead**, and **Operations Manager** positions as the team scales. We promote from within.

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## Compensation

Competitive salary based on experience, paid on a consistent schedule. Performance-based increases available. [Insert rate range.]

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## To Apply

Submit your resume along with a brief note describing your relevant experience. Qualified candidates will be contacted for a phone or video interview to assess English communication and problem-solving ability.