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.