Customer Service Scheduler​/Dispatcher

Customer Service Scheduler / Dispatcher

Location:

San Diego, CA. Company:
Hydrex Pest Control of San Diego. Job Type: Full-Time.

Reports To:

Office Manager.

Position Overview:

Hydrex Pest Control of San Diego is seeking an experienced, highly organized Customer Service Scheduler / Dispatcher to join our growing team.

This position plays a critical role in keeping our daily operations running smoothly by coordinating schedules, supporting efficient technician routing, processing reports, and providing exceptional service to our customers. The ideal candidate is a confident multitasker who can manage changing priorities, communicate effectively with customers and field technicians, and remain calm and organized in a fast-paced environment.

This is more than a traditional customer service position. As Hydrex continues to grow and evolve, this individual will have the opportunity to help improve our scheduling and routing processes, increase field efficiency, and make a meaningful impact on the overall customer experience and operation of the business.

• Coordinate and manage daily and weekly service schedules for field technicians.
• Schedule and reschedule customer service appointments based on technician availability, geographic location, service needs, and customer preferences.
• Work toward building efficient, planned routes that minimize unnecessary drive time and improve technician productivity.
• Adjust schedules and routes in real time due to cancellations, delays, emergency service needs, technician availability, or other operational changes.
• Maintain clear communication with field technicians regarding schedule changes, customer needs, and service updates.
• Create and update work orders as needed.
• Help identify opportunities to improve current scheduling and routing processes.
• Support the continued development and utilization of routing technology within Pest Pac.

• Answer incoming customer calls and respond to emails and other customer communications in a timely, professional, and friendly manner.
• Make outbound calls for scheduling, rescheduling, follow-up, customer updates, and other service-related needs.
• Assist customers with service questions, scheduling needs, account information, and general inquiries.
• Communicate service and treatment information clearly and professionally.
• Handle customer concerns, service complaints, callbacks, and scheduling conflicts with empathy and a solution-focused approach.
• Build strong customer relationships through consistent communication, professionalism, and follow-through.
• Maintain detailed notes regarding customer interactions to ensure visibility across the team.

• Maintain accurate customer records, service information, account details, and scheduling notes within Pest Pac.
• Enter new customer information and leads accurately and efficiently.
• Create, update, and close work orders as appropriate.
• Ensure customer and service information is complete and up to date.
• Maintain accuracy while managing multiple systems, customer conversations, and scheduling responsibilities simultaneously.

• Process Wood-Destroying Organism (WDO) reports and other required documentation for the termite department.
• Assist with report tracking and ensure required information is processed accurately and on time.
• Provide administrative support to the office and field teams as needed.
• Assist with maintaining organized customer and service records.

• Process customer payments.
• Assist customers with basic billing questions and account inquiries.
• Explain pricing and service information clearly and professionally.
• Assist with accounts receivable or collection follow-up as needed.

• Work closely with the Office Manager, customer service team, and field technicians to support smooth daily operations.
• Assist teammates during high-volume periods and when additional support is needed.
• Communicate proactively when challenges arise and help identify solutions.
• Take ownership of responsibilities and follow through on commitments.
• Look for opportunities to improve processes, customer service, scheduling efficiency, and overall team performance.
• Naturally seek opportunities to exceed customer expectations.

• 1-2+ years of scheduling, dispatching, or routing experience, preferably within a regional or national home services company.
• Experience…