Service Locating Agent

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

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.

• 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.

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.

• 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…