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Job Title: Remote Dispatcher & Scheduler Lead (100% Work From Home)
Location: Remote from Latin America
Position Type: Full-time
Salary: $1,800 - $2,000 USD/month
Schedule: Monday, Tuesday, Thursday, Friday, and Saturday | 9:00 am - 6:00 pm Pacific Time
Our Client
Our Client operates a premium, fast-growing mobile pet grooming service based in San Jose, California. With a lean, dedicated team of eight professionals, they pride themselves on delivering high-quality, convenient, and stress-free animal care directly to customers' doorsteps. They cultivate a supportive, positive workplace culture and have successfully integrated remote Latin American talent into their operations to maintain their high standards of customer service.
The Role
Our Client is seeking a high-energy, positive, and organized Dispatcher & Operations/Scheduler Specialist to join their decentralized support team. This is a fast-paced role that sits at the intersection of logistics, operations, and inbound sales. The successful candidate will not be a passive message-taker; they will act as a critical driver of company revenue by converting inbound inquiries into booked appointments while optimizing daily routes for the mobile grooming fleet. This position requires a resilient multi-tasker who can stay calm under pressure and maintain an upbeat attitude in a high-volume environment.
The successful candidate will begin with the title of Dispatcher and is expected to earn increased responsibility through demonstrated performance. For the right person, this role offers a clear opportunity to grow into managing the entire offshore dispatch team, including coaching team members, assigning responsibilities, monitoring performance, and maintaining consistent operating standards. Advancement into this responsibility will require proven leadership skill, sound judgment, reliability, and strong operational performance.
Key Responsibilities
Dispatching & Schedule Optimization
· Manage incoming calls, voicemails, texts, and emails with professional and timely follow-through.
· Explain services, pricing, packages, policies, and grooming recommendations accurately based on the pet’s breed, condition, needs, and health considerations.
· Collect complete and accurate customer and pet information before scheduling an appointment.
· Build, maintain, and adjust groomer schedules to improve route efficiency, productive time, and customer experience.
· Handle same-day changes, cancellations, delays, customer concerns, route conflicts, and unexpected field issues using sound operational judgment.
· Brief groomers on their schedules and highlight special instructions, unusual circumstances, customer concerns, or pet-handling considerations.
· Respond in real time to groomer calls and texts while prioritizing competing operational demands.
· Review completed appointments, charges, discounts, payments, and unresolved issues at the end of each day.
· Process credit-card payments by phone when needed and follow established payment-security procedures.
· Monitor leads, booking conversion, rebooking, cancellations, route utilization, and other operating reports; identify patterns and recommend follow-up actions.
· Keep management and other dispatchers informed through concise, fact-based updates with clear ownership and next steps.
· Help document and improve dispatch procedures as the operation grows.
· After demonstrating strong operational performance and proven leadership skill, take on increasing responsibility for coaching, mentoring, quality control, work assignment, performance oversight, and ultimately management of the entire offshore dispatch team.
Operational Coordination & Administration
• Collaborates directly with the mobile groomers to communicate scheduling changes, timing adjustments, and client details in real time.
• Executes precise data entry into the company’s scheduling software and database platforms.
• Generates daily/weekly operational reports and assists with administrative tasks to support the management team.
• Pinpoints and flags field bottlenecks early, presenting actionable solutions to the Operations Manager.
Required Qualifications
• Language: Fluent English and native-level Spanish proficiency are absolute requirements. Must possess exceptional written and verbal communication skills.
• Experience: At least 3 years of relevant experience in dispatch, logistics coordination, field-service operations, route scheduling, or a similarly fast-paced service environment.
• Direct Dispatching or Logistics experience, preferably within a home-service or similarly fast-paced operational environment. Experience with a home-service business, transportation/logistics operation, cleaning company, medical scheduling environment, or other high-volume service operation is highly desirable
• Core Competencies: Outstanding customer service instincts, excellent data entry skills, and an exceptional record of reliability and attendance.
• Stress Tolerance: Proven ability to multi-task, prioritize deliverables, and thrive in a fast-paced, high-stress operational environment.
• Equipment Setup: Candidate-owned computer and a professional headset, combined with a quiet workspace and high-speed internet.
Preferred Qualifications
• A natural, effortless ability to build immediate rapport and connect with pet owners over the phone.
• Prior experience working within pet services, veterinary clinics, animal care, or route-based residential service industries (e.g., home delivery, HVAC, or cleaning services).
• Desire to grow professionally within a fast-moving, customer-centric startup environment.
Benefits & Structure
• Performance Incentives: Monthly base salary supplemented by up to a 15% performance bonus tied to KPI achievements.
• Growth: Growth path to Dispatch Leadership
• Paid Time Off: 5 days of PTO plus 6 paid holidays per year.
• Onboarding Support: A structured one-week training period to ensure mastery of the company's systems, routes, and script flows.
• Reliable Payments: Secure and timely monthly compensation processed directly via HireLatam.
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
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We appreciate your interest and look forward to reviewing your application!