Customer Service / Dispatcher (Service Department)

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/or service calls received via telephone, email, or Munis.

Creating, distributing, and maintaining all 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 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:

Knowledge of modern office practices and procedures.

Knowledge of computers and job-related software programs.

Skill in providing excellent customer service.

Skill in sales, customer outreach, and developing commercial business relationships.

Ability to communicate sanitation services and service options to prospective commercial customers.

Skill in prioritizing and organizing work.

Knowledge of City and departmental policies and procedures.

Knowledge of work order management principles.

Knowledge of department and City software.

Ability to maintain and track prospective commercial customers, sales contacts, and new sanitation accounts.

Skill in scheduling, coordinating, and preparing for interviews and meetings

Supplemental Information Supervisory controls include:

Streets and Sanitation Manager

Guidelines include city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

Complexity/scope of work:

The work consists of related administrative, customer service, sales, and technical duties. Frequent interruptions contribute to the complexity of the position.

The purpose of this position is to provide administrative and technical support for department operations while assisting with the growth of the City's commercial sanitation services. Successful performance contributes to the efficiency and effectiveness of department operations and the expansion of commercial sanitation accounts.

Contacts:

Contacts are typically with coworkers, public safety personnel, customers, commercial businesses, vendors, and members of the public.

Contacts are typically to exchange information, resolve problems, provide services, and promote City commercial sanitation and dumpster services.

Physical demands/work environment:

The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping.

The work is typically performed in an office.

The position may occasionally require visits to commercial businesses or service locations for customer outreach and service coordination.

Supervisory and management responsibility:

None.

Minimum qualifications:

Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.

General knowledge of City jurisdiction, including streets and businesses.

Ability to communicate and work effectively with other departments.

Basic knowledge of hazardous materials; certification preferred.

Ability to read, write, and perform mathematical calculations at a level commonly associated with completion of high school or equivalent.

Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with completion of an apprenticeship/internship or three to five years of experience in a similar position.

Strong organizational skills and attention to detail.

Comprehensive knowledge of accounts payable and accounts receivable.

Proficient use of Microsoft Word, Excel, PowerPoint, and Outlook; proficient use of service management software or CRM systems.

Ability to multitask and prioritize tasks effectively.

Strong communication, customer service, and sales skills.

Ability to contact commercial businesses, promote City sanitation services, and assist with the sale of commercial dumpster services.

Experience in sales, business development, customer outreach, or commercial sanitation services is preferred.