Service Dispatcher

Job Title

Responsible for dispatching the proper crew to service locations, managing service requests, coordinating service activities, and ensuring prompt and effective resolution of customer issues. This position is also responsible for conducting outreach to commercial businesses, promoting City sanitation services, and assisting with the sale and setup of commercial dumpster services. The ideal candidate will have strong communication skills, customer service, organizational, and sales skills and the ability to thrive in a fast-paced environment.

Examples Of Duties

Major duties include:

• Dispatching the appropriate crew to problem areas and service calls received via telephone, email, or Munis.
• Creating, distributing, and maintaining on-call lists for all of Public Works.
• Creating and maintaining a database for routine maintenance of Streets and Sanitation vehicles.
• Coordinating community education regarding Streets and Sanitation policies and requirements.
• Processing department bills in a timely manner.
• Answering telephone calls and greeting visitors; providing information and assistance and routing calls to appropriate personnel.
• Responding to customer complaints and concerns and dispatching appropriate personnel.
• Coordinating and creating work orders for crew leaders.
• Coordinating and scheduling work with the Streets and Sanitation Supervisor.
• Preparing and processing department timesheets.
• Preparing purchase orders and requisitions and performing monthly reconciliation of purchase card transactions.
• Communicating with Customer Service and other City departments as needed.
• Serving as the primary point of contact for customers regarding service inquiries, updates, and issue resolution.
• Maintaining and managing accurate records and files.
• Contacting commercial businesses to promote and sell City commercial dumpster and sanitation services.
• Conducting outreach to existing and prospective commercial customers to identify opportunities for new dumpster accounts and expanded sanitation services.
• Explaining commercial dumpster service options, collection schedules, City requirements, and applicable rates to prospective customers.
• Assisting commercial customers with establishing new dumpster service and coordinating dumpster delivery, placement, and collection services with sanitation operations.
• Maintaining records of commercial sales contacts, prospective customers, new accounts, and service opportunities.
• Following up with prospective commercial customers and working to increase participation in the City's commercial sanitation program.
• Developing and maintaining positive working relationships with local businesses and commercial sanitation customers.
• Addressing and resolving service-related issues promptly and escalating complex problems to supervisors or management as needed.
• Maintaining accurate records of service requests, work orders, commercial sales activities, and daily operations; generating reports to track service performance, commercial growth, and future needs.
• Performing other duties as assigned.
• Assisting the Streets and Sanitation Manager and Supervisors with the interview process and maintaining accurate interview documentation.

Typical Qualifications

Knowledge required by the position includes:

• Modern office practices and procedures.
• Computers and job-related software programs.
• Excellent customer service.
• Sales, customer outreach, and developing commercial business relationships.
• Communicating sanitation services and service options to prospective commercial customers.
• Prioritizing and organizing work.
• City and departmental policies and procedures.
• Work order management principles.
• Department and City software.
• Maintaining and tracking prospective commercial customers, sales contacts, and new sanitation accounts.
• Scheduling, coordinating, and preparing for interviews and meetings.