Customer Service Representative

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.