Customer Service Representative

Job Summary

Innovative, well-established service company is seeking an honest, motivated, and career-minded individual to join our team as a Customer Service Representative / Dispatcher. The CSR/Dispatcher serves as the central communication hub between customers, technicians, and vendors. This role manages inbound service requests, schedules and dispatches work orders, tracks marketing sources, performs follow-ups, and ensures that every customer receives exceptional service.

The CSR/Dispatcher plays a key role in supporting daily operations, technician efficiency, and customer satisfaction.

• Receive inbound customer calls, emails, web requests, and messages.
• Respond promptly, professionally, and courteously to all customer inquiries and service needs.
• Diagnose basic issues, troubleshoot common problems, and provide accurate solutions.
• Handle customer complaints with empathy and work toward resolutions aligned with company standards.
• Make customer follow-up calls to confirm satisfaction and gather feedback.
• Perform customer surveys to support service improvement initiatives.
• Escalate complex or unresolved issues to supervisors with timely communication.

• Receive incoming service call requests and create work orders.
• Schedule, route, and communicate with technicians to meet customer requirements.
• Assign work orders based on urgency, technician skillset, and availability.
• Monitor technician status throughout the day and adjust scheduling as needed.
• Provide technicians with real-time updates, notes, and changes.

• Track advertising and lead sources to support marketing analytics.
• Assist with direct mail efforts and other marketing campaigns.
• Perform clerical tasks including data entry, filing, copying, and documentation.
• Support both the service and marketing teams through accurate recordkeeping and task execution.

• Maintain detailed customer records and job data in ServiceTitan.
• Ensure accuracy in all notes, tags, job statuses, and follow-up details.
• Confirm completed job information and support billing accuracy.

• Develop a strong understanding of company services, pricing, and processes.
• Stay updated on service changes, promotions, and new offerings.
• Provide accurate information to customers, vendors, and technicians.

• Follow established call center and dispatch guidelines to ensure consistent service quality.
• Participate in ongoing training to improve customer service skills and product knowledge.
• Collaborate with technicians, managers, and leadership to support efficient operations and exceptional customer experience.

• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathy, patience, and the ability to remain calm under pressure.
• High attention to detail and strong organizational skills.
• Ability to adapt in a fast-paced, constantly shifting environment.
• Proficient with computers; familiarity with ServiceTitan is a plus.
• Ability to work flexible schedules, including evenings or weekends if needed.

• High school diploma, GED, or equivalent required.
• Customer service, call center, dispatching, or service industry experience preferred.
• Knowledge of plumbing, drain service, or home services is a plus but not required.

• Valid driver's license.

Zoom Drain & Sewer Service is a fast-growing, progressive, customer-focused service company. We are known for our rapid response times, industry-leading solutions, and commitment to customer satisfaction. Our team operates out of first-class facilities with a strong, supportive work environment. We invest heavily in continuous training and professional development, giving employees clear opportunities for advancement and long-term career growth.

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