Customer Service Representative

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

• 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.
• 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: 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

• Comprehensive Benefits Package: 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.

About the Role

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.