Dispatch / CSR - CYB Human Resources
Englewood, CO 80201
About the Job
About Garvin's Sewer Service
Since 1940, Garvin's Sewer Service has been a cornerstone of the Denver business district. As Denver's first drain cleaning company, we have stayed true to our roots, specializing in residential and commercial drain cleaning, sewer scope, sewer line locating, and jetting. We have also expanded into residential and commercial plumbing repair. Our commitment to fair pricing and honesty has earned us a reputation for integrity, with our slogan reflecting our values: "We clean drains, not bank accounts!"
Being a family-owned business allows us to operate without corporate red tape, enabling us to adapt and improve quickly. This flexibility fosters employee growth and contributes to our company’s overall success. Our core values—accountability, integrity, communication, respect, competence, and safety—shape our collaborative company culture. We offer competitive compensation and excellent benefits.
A Day in the Life of a Dispatcher / Client Service Representative
As a Dispatcher / Client Service Representative, you are the key link between our technicians and our customers. Your role involves ensuring that customers receive positive and efficient service, effectively matching them with the appropriate technician. You will find satisfaction in creating successful interactions and contributing to a seamless customer experience. A strong team player, you thrive on customer interaction and collaboration with colleagues.
Dispatcher / Client Service Representative Qualifications
- Strong computer and phone skills
- Exceptional customer service abilities
- Experience in trades or blue-collar services preferred
- Familiarity with Service Titan is a plus
- Dependable, with high integrity
- Ability to contribute effectively to a fast-paced office team
Reports to: Assistant Manager
Direct Reports: None
Authority: Non-management of staff; Authority to offer preferred customer discount and correct inaccurate invoices.
Schedule: Full time (40 hours)
Work Environment: Office
Work Hours: We are open 7 days a week, meaning we are flexible with available hours M-F 7am-8pm, Sat – Sun 8am-5pm.
Overall Expectations:
- Manage dispatch board for all technicians
- Schedule technicians for optimal customer service
- Communicate concerns to management
- Proactively address customer needs
- Proactively address technician needs with respectful communication
- Handles interdepartmental referrals
- Focus on efficiency in meeting customer expectations, minimizing drive time, and fuel efficiency
- Act as liaison between tech and customer, and tech and management, when needed
- Opening/ closing duties as needed
Tasks for Dispatcher / CSR:
- Post technician schedule at least 7 days in advance; schedule weekend rotation to cover needs equitably; schedule according to requested days off
- Report technician attendance issues to Assistant Manager
- Report performance issues (job taking and technician) to the appropriate Service Manager
- Accuracy diagnose needs and dispatch appropriate technicians
- Check voice mail and return customer calls (phone and email accounts)
- Handle work orders
- Support admin requests from management, as needed
- Ensure all jobs are dispatched by end of day, including direct communication to technician
- Ensure all jobs from previous day are closed
Requirements
Previous experience with Service Titan is preferred but not required.
Previous experience with Service Titan is preferred but not required.
Source : CYB Human Resources