Customer Service Scheduler/Dispatcher

Job Description

Job Description

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.

Key Responsibilities:

Scheduling, Dispatch & Routing:

• 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 PestPac.

Customer Service & Communication:

• 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.

Account Management & CRM:

• Maintain accurate customer records, service information, account details, and scheduling notes within PestPac.
• 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.

Report Processing & Administrative Support:

• 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.

Billing & Payment Support:

• 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.

Team Collaboration & Ownership:

• 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.

Required Qualifications:

• 1-2+ years of scheduling, dispatching, or routing experience, preferably within a regional or national home services company.
• Experience within pest control, termite, HVAC, plumbing, electrical, landscaping, or another field-service industry is strongly preferred.
• Previous customer service experience in a fast-paced office environment.
• Strong understanding of scheduling and dispatching field employees or technicians.
• Ability to manage changing schedules and priorities while maintaining accuracy.
• Excellent verbal and written communication skills.
• Strong phone presence with a friendly, patient, confident, and professional demeanor.
• Excellent organizational and multitasking skills.
• Strong attention to detail and follow-through.
• Comfortable learning and working within CRM, scheduling, routing, and communication systems.
• Ability to remain calm and solution-focused when handling difficult customers or unexpected changes.
• Strong problem-solving and listening skills.
• Reliable, punctual, and interested in long-term growth with the company.
• High school diploma or equivalent required.

Technology:

• CRM & Scheduling: PestPac.
• Virtual Route Manager.
• Multi-line phone systems.
• Email and other internal communication platforms.
• Previous PestPac experience is a plus but is not required. Candidates should be comfortable learning new technology and utilizing software to improve scheduling and operational efficiency.

What Success Looks Like:

A successful Customer Service Scheduler / Dispatcher will:

• Maintain accurate and organized schedules.
• Help improve route efficiency and reduce unnecessary technician drive time.
• Communicate effectively with both customers and field technicians.
• Respond quickly and professionally when schedules or priorities change.
• Process reports and customer information accurately and on time.
• Provide an exceptional customer experience.
• Handle multiple responsibilities without sacrificing accuracy or service.
• Take initiative and ownership rather than waiting to be directed.
• Contribute ideas and help improve existing processes.
• Work collaboratively with the office and field teams.
• Maintain a positive, professional attitude even during high-volume or challenging situations.

What We Offer:

• $23.00-$25.00 hourly plus bonus opportunities.
• Comprehensive health, dental, and vision insurance.
• Paid time off.
• Opportunities for professional growth and career advancement.
• The opportunity to make a meaningful impact within a growing local company.

About Hydrex Pest Control

Hydrex Pest Control of San Diego is a local, family-owned pest control company with a history of serving customers dating back to 1921. As the company continues to grow, we are focused on strengthening our team, improving our processes, and creating opportunities for employees to grow along with us.

Our team members are an important part of our success, and we are looking for someone who wants more than just a job. We want someone who takes pride in their work, cares about the customer experience, and is excited about the opportunity to help make our operation even better.