Customer Service Representative

Customer Solutions & Dispatcher Role

We are seeking a motivated and organized professional to fill a dual-role position combining Customer Solutions Representative and Dispatcher responsibilities. This individual will play a key role in ensuring customer satisfaction and efficient operations by managing customer communications and coordinating service schedules for our drivers. This position requires a proactive, self-starter with excellent communication, problem-solving, and organizational skills.

Location: Grand Rapids location

Schedule: Full-time, 8:00 AM - 4:00 PM, Monday through Friday

Pay: Starting at $20/hr

Job Summary:

We are seeking a motivated and organized professional to fill a dual-role position combining Customer Solutions Representative and Dispatcher responsibilities. This individual will play a key role in ensuring customer satisfaction and efficient operations by managing customer communications and coordinating service schedules for our drivers. This position requires a proactive, self-starter with excellent communication, problem-solving, and organizational skills.

Responsibilities:

Customer Solutions:

- Manage daily customer interactions (inbound/outbound calls, emails, SMS, and chat) in a professional and friendly manner.

- Listen to and address customer inquiries, complaints, and requests with high levels of professionalism and satisfaction.

- Use case management systems to document, track, and resolve customer concerns.

- Confirm understanding of customer needs to provide tailored solutions.

Dispatching:

- Coordinate daily activities and schedules for drivers to ensure productivity and quality.

- Optimize routing and dispatch efficiencies for service calls across various divisions.

- Respond promptly to service requests, complaints, and concerns to ensure timely resolution.

- Maintain compliance with safety standards, including hours of service for drivers.

- Manage weekend and on-call driver schedules as needed.

Qualifications:

- Experience:

• - 1 year of phone-based customer service or dispatching experience (preferred in HVAC, plumbing, or similar trade industries).
• - Experience with multi-line phone systems and scheduling software.

- Skills:

• - Strong verbal, written, and analytical communication skills.
• - Proficient in Microsoft Office (Outlook, Excel, Word).
• - Geographic knowledge of the Fraser, MI area and surrounding regions.
• - Exceptional multitasking and problem-solving abilities.
• - Ability to work efficiently both independently and as part of a team.

Benefits:

• - 401(k) with matching.
• - Medical, dental, and vision insurance.
• - Paid time off and holidays.
• - Employee referral program.

Growth Opportunities: Professional development and advancement within the company.

Recognition: Awards and recognition for exceptional performance.

Who We Are:

Dover Grease Traps is a leading provider of commercial and industrial plumbing, drain cleaning and grease trap cleaning services. Known for innovative solutions and exceptional customer service, Dover Grease Traps is committed to creating a collaborative and rewarding work environment for its employees.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.