About this role
Customer Solutions & Dispatcher Role
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:
- 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.
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.