What are the responsibilities and job description for the Customer Service Representative / Dispatcher position at Zoom Drain Albuquerque?
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.