Service Dispatcher Customer Service Representative, Highly Experienced

Job Description

MJ Septic, LLC is actively seeking a highly organized, detail-oriented and experienced Service Dispatcher Customer Service Representative to join our team. If you possess a strong work ethic, a keen eye for detail, and a positive attitude, we encourage you to apply.

As a Service Dispatcher Customer Service Representative at MJ Septic, LLC, you will play a crucial role in supporting our daily operations. The ideal candidate will have a proven track record of success in a similar role, excellent communication and interpersonal skills. We are seeking a reliable and proactive individual who is able to work independently and as part of a team.

If you are interested in joining a dynamic and growing company that values its employees, we encourage you to submit your resume and apply today.

Core Service Dispatcher CRM Tasks

• Customer Relationship Management (CRM) Utilizing ServiceTitan CRM software and emails to manage customer interactions, track leads, and build relationships. Managing all customer interactions, from initial inquiries to follow-up communication, using ServiceTitan CRM and email. Monitoring and responding to incoming leads within ServiceTitan, ensuring prompt follow-up to convert potential customers. Maintain accurate customer records in the CRM platform, logging all interactions and service history. Proactively contact existing customers via ServiceTitan and email to nurture relationships and offer promotions. Collaboration with team members through ServiceTitan to ensure seamless customer service and lead management.
• Customer Service Answering phone calls, responding to emails and other inquiries, and providing general information to customers. As a Service Dispatcher Customer Service Representative being able to troubleshoot, handling customers, your primary task is to maintain a calm and professional demeanor while actively listening, clarifying the issue, and seeking solutions to de-escalate the situation and ensure customer satisfaction. Communicating the action plan, including ETAs and updates,directly to the customer. Your clear and proactive communication will build trust and ensure that customers know exactly what to expect at every stage of the service. After the service is completed, you’ll confirm that the work meets the customer’s expectations. You’ll follow up, address any inquiries, and resolve issues with care, ensuring that customers feel supported and valued.
• Dispatch & Scheduling Coordinating and managing service requests, ensuring timely and efficient deployment and routing to meet customer needs. Your ability to understand and anticipate customer needs will ensure that you match the right Technician or Team Lead to each situation, making a direct impact on customer satisfaction. You’ll align technician schedules with customer needs, making sure that each technician has a well-planned day. Your coordination will be essential in delivering timely and effective service. Following up with customers who have open estimates and
• Technician Communication As a Service Dispatcher Customer Service Representative, under general supervision, coordinates work order requests from initiation to service completion and maximizes technical resource productivity and profitability by efficiently scheduling and dispatching technicians with guidance from the service manager and team leads. Analyze and assess technical team performance and adjust as needed to enhance customer satisfaction in a cost-effective manner. Your oversight will be key in maintaining efficiency and quality. You’ll facilitate the administration of warranty claims and call-backs, ensuring customers receive the support they deserve.
• Inventory Management Assisting with inventory tracking and ordering for the company by collaborating with upper management, owners, coworkers and field service technicians. Manage inventory of parts, ensuring technicians have the necessary tools and materials for each service call.
• Maintenance Agreement and Customer Account Management Maintaining, new enrollment, and renewing of maintenance contract agreements. Creating proper documentation, verifying for accuracy upon creation or renewal, processing payment and providing customers with the appropriate documentation. You’ll develop and maintain long-term relationships with customers, becoming a trusted partner who understands their needs and contributes to their success. Your initiative will help drive new business.You’ll develop and maintain long-term relationships with customers, becoming a trusted partner who understands their needs and contributes to their success.
• Project Management Oversee and coordinate all aspects of project planning, scheduling, and tracking for new system installations, encompassing the acquisition of necessary permits and approvals, to ensure timely and compliant project execution.
• Work Order Management Inputting, allocating, and updating work orders, and reviewing documentation, verifying completed tasks, and ensuring adherence to procedures and standards to ensure the work performed in the field is accurate, complete, and meets quality expectations.
• Document Management Maintaining and organizing files, both physical and digital, and preparing reports, emails, and other documents.
• Data Entry & Processing Entering and maintaining data in various systems, such as work order software, CRM, and accounting software.
• Billing, Estimating & Invoicing Assisting with the preparation and processing of estimates, invoices, and tracking payments.
• Office Supply Management Ordering office supplies, maintaining the office environment, and ensuring that equipment is functioning properly.
  
  

Qualifications & Skills Required

• Exceptional Communication Acting as a point of contact for internal and external stakeholders, relaying information, and ensuring clear communication between departments. Excellent written and verbal communication skills for interacting with colleagues, customers, and superiors.
• Organizational Skills & Attention to Detail Adept at managing multiple tasks, prioritizing workload, and maintaining a well-organized workspace and digital files. Accuracy and thoroughness are important for ensuring tasks are completed correctly.
• Active Listening & Adaptability and Flexibility Understanding the needs and concerns of others is essential for providing effective support. A willingness to learn new software and systems, and to adapt to changing priorities and tasks.
• Time Management & Proactive Approach Ability to meet deadlines, manage schedules, and allocate time effectively. Taking initiative and anticipating needs, rather than waiting to be asked, is a valuable asset.
• Customer Service & Problem Solving Strong interpersonal skills and the ability to provide excellent customer service. Capacity to identify and resolve issues efficiently and proactively.
• Confidentiality Ability to handle sensitive information with discretion and maintain confidentiality.
  
  

Technical Skills Required

• Software Proficiency Expertise in Google Suite (Gmail, Docs, Sheets, Slides, Drive, Calendar, Drive, etc.), Quickbooks Online. Experience with ServiceTitan (or other similar cloud based CRM software)
• Data Entry Accuracy and speed in entering and managing data.
• Record Keeping Ability to maintain accurate and organized records, both physical and digital.
• Office Equipment Familiarity with common office equipment, such as printers, copiers, and multi-line phone systems.
• Daily Office Tidiness Maintain office organization by tidying up daily, restocking beverages, snacks, and coffee pods, taking out the trash, and cleaning counters, the coffee bar, and dishes.
  
  

Experience & Education

• Relevant Experience Extensive experience in a relevant role is essential for this position. Candidates should ideally have a minimum of 2-3 years of experience in a similar capacity, demonstrating a consistent and dedicated approach to their work. Preference will be given to those who have shown loyalty and commitment by working for a single company for at least 2-3 years.
• Education High school diploma or equivalent is required, with an associate's or bachelor's degree preferred.
• Bilingualism (Spanish) While Spanish proficiency is not required, it is a valuable asset.
  
  

Company Description

MJ Septic is a family-owned and operated business that has been serving the community for over two decades. We offer a wide range of septic services. At MJ Septic we believe that it all starts out at the top and trickles downward, through our employees onto our customers.

Integrity: We are honest, ethical, and transparent in all that we do.

Excellence: We strive for excellence in everything we do, and we never settle for less than our best.

Customer Service: We are committed to providing our clients with the highest level of service.

Teamwork & Communication : We are a team, and we work together to achieve our goals.

Innovation: We are always looking for new and better ways to do things.

We believe that these core values are essential to our success, and we are committed to upholding them in everything we do!

MJ Septic is a family-owned and operated business that has been serving the community for over two decades. We offer a wide range of septic services. At MJ Septic we believe that it all starts out at the top and trickles downward, through our employees onto our customers. Integrity: We are honest, ethical, and transparent in all that we do. Excellence: We strive for excellence in everything we do, and we never settle for less than our best. Customer Service: We are committed to providing our clients with the highest level of service. Teamwork & Communication : We are a team, and we work together to achieve our goals. Innovation: We are always looking for new and better ways to do things. We believe that these core values are essential to our success, and we are committed to upholding them in everything we do!