Dispatcher / Customer Service Representative
Sanitation Services CompanyCustomer Sales Rep & Dispatcher Job description:
Our company is a sanitation services company in the Western USA. We’re looking for an experienced Customer Service Representative & Dispatcher based in one of our regional offices. This is an office-based role that serves as a primary point of contact for our customers — taking calls, entering orders, and supporting billing — while coordinating fie
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ld operations and drivers in real time throughout the operating day.
What You’ll Do
As Customer Service Representative & Dispatcher, you’ll be the voice of the company to our customers and own the daily orchestration of our service operations — answering customer calls, entering and documenting orders accurately, supporting billing, building and optimizing routes, dispatching drivers, fielding disruptions, and making real-time priority calls to keep our customers serviced and our drivers productive.
You’ll be responsible for:
Building and optimizing daily routes:
• Build daily service routes using our dispatch and routing software
• Sequence stops to minimize miles per service and maximize driver productivity
• Balance workloads across drivers to hit target route density and productivity KPIs
• Pre-plan the next day’s routes by end-of-shift and communicate assignments to drivers before they leave the yard
• Continuously refine routes as customer additions, changes, and cancellations come in
• Coordinate special deliveries, event setups, and emergency services alongside recurring service routes
Real-time dispatch and disruption management:
• Field driver call-outs, no-shows, and equipment breakdowns in real time; reshuffle routes to maintain service coverage
• Make real-time priority calls when capacity is short: which services get covered today, which move to tomorrow, which get escalated
• Communicate route changes to drivers throughout the day and confirm service completion
• Handle customer service emergencies — missed services, urgent add-ons, complaints requiring same-day response
• Coordinate coverage across yards or branches when one location is short-staffed
• Escalate to Regional Manager when disruption exceeds dispatcher authority (large customer impact, contract implications, safety issues)
Driver, customer, and cross-team coordination:
• Dispatch drivers at the start of shift with clear route assignments, priorities, and special instructions
• Maintain contact with drivers throughout the day to track progress and address on-route issues
• Provide ETA updates and service confirmations to customers as needed
• Route customer complaints and urgent requests to the appropriate driver, manager, or CSR
• Partner with sales and CSR on new-order priority, scheduling, and same-day requests
• Coordinate with the Assistant Operations Manager on staffing, coverage, and equipment availability
Customer service and phone support:
• Answer inbound customer calls promptly, courteously, and professionally as a primary point of contact for service questions, scheduling, and account inquiries
• Take new service requests, quotes, and add-ons by phone and email; help customers choose the right equipment, quantity, and service frequency
• Make outbound calls to confirm deliveries and pickups, follow up on missed services, and close out open customer issues
• Resolve customer complaints with empathy and follow-through, and escalate to the Regional Manager when needed
• Return voicemails and emails the same business day
Order entry and documentation:
• Enter new orders, service changes, relocations, and cancellations into the dispatch and customer system accurately and in real time
• Verify order details before scheduling — site address, unit type and quantity, service frequency, delivery date, site contact, PO number, and special instructions
• Keep neat, complete, and organized documentation of every customer call, note, service ticket, and work order
• Maintain current customer account records, including contracts, contacts, site information