Customer Service Scheduler/Dispatcher

Hydrex Pest Control Co. of San Diego•Orange County, CA

21h•Onsite

About The Position

Hydrex Pest Control of San Diego is seeking an experienced, highly organized Customer Service Scheduler/Dispatcher to coordinate schedules, support efficient technician routing, process reports, and provide exceptional customer service. The role is central to daily operations and requires managing changing priorities while communicating effectively with customers and field technicians in a fast-paced environment. The position also offers an opportunity to help improve scheduling and routing processes, increase field efficiency, and contribute to the customer experience and overall operation of the business. The successful candidate will maintain accurate schedules and records, respond professionally to changes, process reports and customer information accurately and on time, take initiative, and collaborate with office and field teams. This is a full-time position in San Diego, California, reporting to the Office Manager. Hydrex Pest Control is a local, family-owned company that has served customers since 1921 and is focused on strengthening its team, improving its processes, and supporting employee growth.

Requirements

At least 1–2 years of scheduling, dispatching, or routing experience; the posting states 1–2+ years.
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 and a friendly, patient, confident, and professional phone manner.
Excellent organizational and multitasking skills, attention to detail, and follow-through.
Comfort learning and working with CRM, scheduling, routing, and communication systems.
Ability to remain calm and solution-focused with difficult customers and unexpected changes.
Strong problem-solving and listening skills.
Reliable and punctual, with interest in long-term growth with the company.
High school diploma or equivalent required.

Nice To Haves

Scheduling, dispatching, or routing experience within a regional or national home services company.
Experience in pest control, termite, HVAC, plumbing, electrical, landscaping, or another field-service industry; this is strongly preferred.
Previous PestPac experience; it is a plus but not required.

Responsibilities

Coordinate and manage daily and weekly service schedules for field technicians.
Schedule and reschedule appointments based on technician availability, geographic location, service needs, and customer preferences.
Build efficient planned routes to reduce unnecessary drive time and improve technician productivity.
Adjust schedules and routes in real time for cancellations, delays, emergency service needs, technician availability, and other operational changes.
Communicate schedule changes, customer needs, and service updates to field technicians.
Create, update, and close work orders as appropriate.
Identify opportunities to improve scheduling and routing processes and support use of routing technology within PestPac.
Answer incoming customer calls and respond to emails and other customer communications promptly and professionally.
Make outbound calls for scheduling, rescheduling, follow-up, customer updates, and other service-related needs.
Assist customers with service questions, scheduling, account information, and general inquiries; clearly explain service, treatment, pricing, and payment information.
Handle customer concerns, complaints, callbacks, and scheduling conflicts with empathy and a solution-focused approach.
Build customer relationships through consistent communication, professionalism, and follow-through; maintain detailed notes about customer interactions.
Maintain accurate customer records, service information, account details, and scheduling notes in PestPac.
Enter new customer information and leads accurately and ensure customer and service information is complete and up to date.
Process Wood-Destroying Organism (WDO) reports and other required termite-department documentation; track reports and ensure required information is processed accurately and on time.
Provide administrative support to office and field teams and help maintain organized customer and service records.
Process customer payments and assist with basic billing questions, account inquiries, accounts receivable, or collection follow-up as needed.
Collaborate with the Office Manager, customer service team, and field technicians to support daily operations.
Assist teammates during high-volume periods, communicate challenges proactively, take ownership of responsibilities, and follow through on commitments.
Look for opportunities to improve processes, customer service, scheduling efficiency, and team performance, and seek ways to exceed customer expectations.