Customer Service Representative / Dispatcher

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.

Duties & Responsibilities

Customer Communication & Support

• 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.

Scheduling & Dispatching

• 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.

Marketing & Administrative Support

• 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.

Recordkeeping & System Accuracy

• 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.

Product & Service Knowledge

• 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.

Team Collaboration & Standards

• 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.

Required Skills & Abilities

• 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.

Education & Experience

• 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.

Additional Eligibility Requirements

• Valid driver’s license.

About the Company – Zoom Drain & Sewer Service

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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