Customer Service Representative and Service Dispatcher

Dover Grease Traps is a leading provider of commercial and industrial plumbing, drain cleaning, and grease trap cleaning services. Renowned for delivering innovative solutions and maintaining exceptional customer service standards, Dover Grease Traps has carved a strong reputation within the industry. The company is dedicated to fostering a collaborative and rewarding work environment for its employees, emphasizing both professional growth and job satisfaction. Situated in Grand Rapids, this dynamic establishment is committed to addressing the unique needs of its diverse client base with efficiency and reliability. Known for its forward-thinking approach, Dover Grease Traps continuously seeks to improve service operations and enhance customer experiences through skilled personnel and cutting-edge practices.

The role of Customer Solutions & Dispatcher is a crucial dual-function position at Dover Grease Traps' Grand Rapids location. This full-time position, scheduled Monday through Friday from 8:00 AM to 4:30 PM, offers a starting pay rate of $20 per hour. The individual in this position will serve as an integral liaison between customers and operational teams, managing communications while coordinating driver schedules to ensure a smooth and efficient workflow.

In the Customer Solutions aspect of the role, the incumbent will be responsible for handling daily customer interactions via multiple channels such as inbound and outbound calls, emails, SMS, and chat. They must engage with customers professionally and courteously, adeptly managing inquiries, concerns, and requests to maintain high satisfaction levels. The ability to use case management systems to document and track issues, ensuring timely resolutions, is essential. Tailoring responses to meet the unique needs of customers will be a key measure of success in this segment of the job.

As a Dispatcher, the focus shifts to operational efficiency. The employee will coordinate daily activities and schedules for drivers, optimizing routing and dispatch processes across various service divisions. Responding promptly to service requests and complaints is critical to maintaining service quality and customer trust. Additionally, adherence to safety standards, including compliance with driver hours of service regulations, is mandatory. The role may also require managing weekend and on-call driver schedules as business needs dictate.

Candidates for this position should bring at least one year of experience in phone-based customer service or dispatch roles, preferably within HVAC, plumbing, or similar trade industries. Familiarity with multi-line phone systems and scheduling software is advantageous. Essential skills include strong verbal, written, and analytical communication, proficiency in Microsoft Office tools such as Outlook, Excel, and Word, geographic knowledge of the Grand Rapids area and surrounding regions, and exceptional multitasking and problem-solving capabilities. Successful candidates must demonstrate the ability to work effectively both independently and collaboratively.

Dover Grease Traps offers a comprehensive benefits package including medical, dental, and vision insurance, paid time off and holidays, and a 401(k) plan with matching contributions. The company also promotes growth opportunities through professional development and recognizes outstanding performance with awards and other incentives. This position is on-site, requiring the incumbent's physical presence at the Grand Rapids location to maintain close coordination with teams and customers alike.