Customer Service Rep/Dispatcher

Job Description

Job Description

We are looking for a CSR/Dispatcher. We are very proud to say that we are the oldest residential sewer and drain company located in downtown San Jose, and have been servicing the Bay Area for 43 years.  In this fast paced role, you will act as the critical link between our customers and our technicians.  

Key Responsibilities

Answer high-volume inbound calls from customers, accurately quoting pricing, and booking service appointments in CSR

• Application program while keeping clients informed of technician arrival times and any unexpected schedule changes

• Accurately review and update customer records, work orders, and billing invoices in company’s field management software

• Dispatching; assigning techs to jobs based on their skill level, scheduling daily routes and proactively monitoring techs daily schedule, adjusting for urgent calls to maximize daily efficiency, relaying updates and changes to techs via 2 way radio app

• Applying (online) for City Permits and Inspections when needed 

• Creating Estimates in CSR App Program

• De-escalate tense situations with frustrated clients, investigate complaints, and provide effective solutions quickly

• Checking with additional apps throughout the workday for generated job leads  

• Light Clerical Duties when needed such as: taking incoming messages, filing, updating and/or creating company forms when needed, ordering office supplies,providing support to accounting dept/owner/supervisor when needed

What we are looking for:

We are seeking a high energy, detail-oriented CSR/Dispatcher that can handle a high volume of inbound and outbound phone calls/communication and has strict accuracy under pressure. The applicant should also be an active listener, have good verbal/written communication and have the ability to remain calm and empathetic under pressure, a positive attitude, willingness to learn, good communication and people skills, basic computer knowledge, reliable transportation and Bilingual (English/Spanish) is a plus. 

The applicant must have the ability to multi-task as well as prioritize tasks/manage time efficiency/work independently 

Strong attention to detail and follow through is a must.

Work Environment:

We are locally owned and operated, however all of our communication with the public is handled over the phone, so we have a relaxed dress code.  However the applicant must be comfortable sitting at a desk and working with a computer, keyboard, telephone and other office equipment for an extended period of time. 

 

Experience:

Clerical or Dispatching experience a plus

No Experience Required

- Willing to train

We Offer:

On the job training

Paid Vacation

Paid Sick Days

Paid Holidays

Health/Dental/Vision Insurance 

Schedule:

Full time position

5 days/40 hours per week 

1 Saturday shift per month required

Location: In person only