Customer Service Representative II - III

The CSR II/III serves as the primary operational link between our customers, sales team, field technicians, and drivers. You will manage incoming customer inquiries, dispatch field crews and specialized industrial equipment (vacuum trucks, hydro-excavators, spill response units), track job progress, and ensure efficient, safe service delivery.

This role requires strong multitasking skills, clear communication under pressure, and a customer-first attitude in a fast-paced environment.

Compensation: $22 - $28 hourly

Qualifications

• Experience: 2 years of experience in Dispatch, Logistics Scheduling, Customer Service, or Operational Coordination (experience in industrial services, waste management, trucking, or construction is a strong plus).
• Communication Skills: Excellent verbal and written communication skills with a professional telephone presence and strong problem-solving skills.
• Technical Proficiency: Comfortable using dispatch software, CRM/ERP systems, GPS tracking tools, and Microsoft Office (Word, Excel, Outlook).
• Multitasking Ability: Ability to stay calm, prioritize tasks, and make effective decisions in a dynamic, high-volume environment.
• Local Knowledge: Familiarity with northern Indiana and southern Michigan geography/highways is beneficial.
  
  

Responsibilities

• Service Dispatching & Scheduling: Assign and schedule field technicians, drivers, and industrial service equipment for scheduled customer projects and urgent emergency response calls.
• Customer Support: Answer incoming phone calls and emails from commercial and industrial clients, addressing service inquiries, tracking job status, and taking detailed service requests.
• Crew & Driver Communication: Maintain continuous contact with field crews throughout the day to communicate route updates, job site instructions, safety reminders, and project scope changes.
• Data Entry & Job Tracking: Enter work orders, customer accounts, field paperwork, and job logs accurately into company dispatch/operations software.
• Emergency Response Coordination: Assist in rapidly coordinating personnel and equipment for 24/7 emergency spill response calls during standard shift hours.
• Operational Collaboration: Work closely with Operations Managers, Sales Representatives, and Safety Coordinators to optimize route efficiency and total customer satisfaction.