Job Description

LOOKING FOR CANDIDATES WITHIN THE SOUTH AFRICA REGION
We prioritize the processing of one active application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your initial application.
Please note that only resumes submitted in English will be considered for review--fully remote role, only for South Africa Candidates.
POSITION: CUSTOMER SERVICE / DISPATCH REPRESENTATIVE
*Working Hours: After-hours coverage (Evenings, Weekends, and Holidays as assigned)
Salary Range: $1,400-$1,600/month (The final offer is at the client's discretion and will be based on the candidate's skills and years of experience.)
Type of contract: Full-Time
Type of job: Remote
Client Interview Process: Possible multiple interviews and an assessment
About the Company: The client operates in the plumbing, heating, ventilation, air-conditioning (HVAC), and electrical services industry
Key Responsibilities: Customer Service

• Answer inbound after-hours calls from residential customers.
• Listen attentively and identify issues such as no heat, water leaks, or electrical outages.
• Book appointments and document details accurately in our Service Titan CRM.
• Deliver a calm, empathetic experience to customers who may be dealing with stressful situations.
• Represent the Paul The Plumber brand with professionalism and a positive, service-oriented attitude.

Dispatch

• Screen each call to determine if it qualifies as an emergency, using clear company criteria:
• Club Members (loyalty program customers).
• Warranty calls within 2 years of service.
• Dispatch the appropriate on-call technician (plumber, HVAC tech, or electrician).
• Coordinate jobs up to approximately 10:00 PM ET -- emergencies beyond this time are logged for next-day follow-up.
• Dispatching is a simple CRM process (a few clicks, not complex routing).

Minimum Requirements:
Required:

• Previous customer service or call center experience.
• Excellent phone, listening, and communication skills.
• Calm under pressure and able to deliver empathy and assurance.
• Strong attention to detail and ability to follow process-driven workflows.
• Must have your own laptop/desktop and reliable high-speed internet.
• Quiet, professional workspace suitable for handling customer calls.

Preferred (Nice to Have):

• Experience using Service Titan or other CRM systems.
• Baseline understanding of home systems (e.g., plumbing fixtures, heating/cooling equipment, or electrical basics).

*Work Schedule
This is an after-hours role that primarily covers evenings and weekends.
The typical schedule is:
Monday-Thursday: 4:30 PM - 10:00 PM ET
Friday: 3:00 PM - 10:00 PM ET
Saturday: 7:00 AM - 5:00 PM ET
Some flexibility or rotation may be arranged based on coverage needs -- for example, alternating weekend days or adjusting weekday hours. Candidates should be comfortable with a flexible, after-hours schedule aligned with U.S. Eastern Time.
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When applying for this position, please complete the following:
1 - Video Introduction Submission
Record a short video (maximum 3 minutes) using Loom or Vimeo answering these questions:

• Tell us a bit about yourself.
• Describe your relevant experience for this position.
• Why would you be a great fit for this role?

2 - Typing Test

• The passing score is a minimum typing speed of 45 words per minute (WPM).
• Before taking the final assessment on Somewhere's typing test, we highly recommend practicing with other online typing tests, as you will have only one attempt for this application.

Please ensure both requirements are completed before submitting your application.

Skills Required