Central Customer Service Dispatcher
SJW Corp

We have an opening in our Customer Service department for a Central Customer Service Dispatcher.  We are passionate about the environment while delivering life sustaining, high quality water service to families and communities.  We embrace progress, provide training & development to inspire success in every aspect of our business and culture.  In addition, we provide a competitive benefits package and 401(K). 

This is a hybrid work opportunity, meaning that employees are eligible to work remotely for part of the work week, dependent on job function and business needs.

Job Description

The Customer Service Dispatcher is responsible for providing excellent customer service by effectively performing all dispatch functions for Water Field Services. This could include scheduling emergency response and routine activities, and following up on any service orders requiring additional attention. They will also assist Field Service workers to respond to customers by accessing and interpreting customer information for them, entering notes to assist with customer concerns, and be fully cross trained as part of the Customer Service team.

• Provide excellent service to our customers by contacting and dispatching personnel to address repair, service or emergency needs.
  
• Provide excellent service to our Field Service and Customer Service teams by responding to telephone requests for emergency and non-emergency assistance from Leads, field service or call center representatives.
  
• Monitor dispatched field service personnel for completion of tasks and availability. Work with Field Services and Customer Service to prioritize activities, and update Customer Service and Field Services as needed.
  
• Complete and maintain all systems and documentation related to the dispatcher role. This includes using the mobility system, our internal customer service system, and various other systems.
  
• Ensure data collected from customers or Field Services is entered into the system. Interpret customer records and account history to respond to customer inquiries and complaints regarding transfers, billing, service, collection and payments.
  
• Utilize Customer Information System to access data and/or generate reports.
  
• Provide coverage on an as needed basis for Customer Service.
  
• Additional responsibilities as assigned.

Minimum Qualification

• High school diploma or equivalent required.
  
• Demonstrated excellent dispatching of customer service experience required. This includes experience responding quickly to urgent situations in a thoughtful and appropriate manner.
  
• Must be fully proficient at intermediate level or above in MS Office.
  
• Experience with proprietary Customer Information System (CIS) strongly preferred. Excellent data entry skills, including speed and accuracy are required. Attention to detail critical in all aspects of duties is required. 
  
• Excellent interpersonal and communication skills required, including communications with the customer and internal communications.
  
• Strong organizational skills, including the ability to work independently with minimal direction.

Compensation Type

Hourly Wage

Compensation Range

Grade 3 - Hourly

$ 22.40 - 35.87

Primary Work Location

93 West Main Street, Clinton, CT, 06413
United States

Work Environment and Physical Demands Code

B - Blend

EEO Statement
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, pregnancy, gender, gender identity, sexual orientation, marital status, protected veteran or other status protected by federal, state, and local laws.

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