Dispatcher, Customer Service​/HelpDesk

Dispatcher

Position Summary:

The Customer Service Dispatcher is responsible for monitoring service requests as well as same day emergency response, while maintaining accurate documentation, and communicating effectively with call center employees and field representatives. This role will report to the customer service leadership.

• Providing excellent service to our customers by contacting and dispatching personnel to address repairs, service work and assist with emergencies.
• Provide the customer service team support by closing work orders in a timely fashion and providing information from the field back to the call center staff.
• Create disconnection lists and work closely with field reps to ensure same day reconnection.
• At the conclusion of each workday, send the post-contact survey to the customers who had direct contact with our field representatives.
• Responsible for the initial investigation for leak adjustments. Acts as the liaison between the field, customer service and billing departments to coordinate a thorough and quick account review and adjustment.
• Create the work orders and follow through with leak adjustments.
• Create work orders and note accounts that required assistance after hours.
• Primary contact for the after hours vendor and uploads the weekly on call assignments.
• Dispatches on-call and on‑duty personnel as necessary to address problems.
• Communicates weekly on‑call schedule to appropriate staff.
• Perform all duties as assigned by immediate supervisor.

• Excellent oral and written communication skills.
• Ability to navigate the CIS to create and close work orders.
• Ability to deal courteously and professionally with others, as this position requires constant interaction with customer service, billing, customer field service personnel, and management.
• Knowledge of office procedures relating to customer service.
• Ability to interface with the public.

• Requirements include a high school/GED diploma.
• Ability to utilize a personal computer and current applications of database management and customer information system.
• A valid Texas Driver’s License with an acceptable motor vehicle record.