Position Summary
The Service Dispatcher is responsible for the overall daily and weekly coordination and operational performance of the service department by assuring a high level of customer satisfaction, meeting or exceeding department financial and growth objectives while retaining a skilled, motivated and productive workforce. Specifically, the Service Dispatcher oversees the day to day dispatching, inventory, billing, safety, sales and performance of the service and equipment installation team, with a particular focus on installation sales and propane account growth.
Position Responsibilities
⋅ Consistently demonstrates actions in alignment with Sail’s culture of “integrity, drive, and teamwork – safely”.
⋅ Creates a positive customer experience.
⋅ Communicates effectively, professionally and respectfully in all interactions with vendors, employees and customers.
⋅ Maintains the weekly and daily schedule for all service technicians and dispatches same as calls are completed.
⋅ Contact customers when there is a delay in arrival at scheduled time.
⋅ Monitors daily call count and revenue goals to help ensure each department meets their daily, weekly and monthly goals.
⋅ Maintains complete, accurate and updated information in the customer database.
⋅ Actively works to improve the overall percentage of customers who use the division’s service department.
⋅ Promptly resolves, or escalates as needed, all customer concerns or complaints in a timely, professional and helpful manner to ensure 100% customer satisfaction.
⋅ Actively participates in regular service department, sales and safety meetings.
⋅ Supports the recruiting, hiring, training, safety and overall performance of service employees.
⋅ Coordinates the maintenance of service department vehicles.
⋅ Understands, follows and advocates company policies and local, state and federal rules, regulations, and codes pertaining to the safe installation and service of oil and propane equipment.
⋅ With the support of a service CSR, controls the parts and equipment inventory for the department to maintain an established level of inventory and administers processes for maintaining accurate inventory records.
⋅ Performs any other administrative duties to assist with the overall efficiency and effectiveness of the operation.
⋅ Involved in special projects from time to time, depending on business need.
Service Dispatcher, Page 2 of 2 Revised June 2024
⋅ Responsible for any other tasks and duties as assigned, which may or may not relate to the normal scope of this position.
Required Knowledge, Skills and Abilities
⋅ Preferred experience: Customer Service and Dispatch (1 to 3 years).
⋅ Ability to communicate clearly and positively with customers and team members.
⋅ Results and value-focused with a high degree of comfort working in a fast-paced environment, maintaining priorities and making decisions.
⋅ Demonstrated ability to work as part of a team with a proven track record of success.
⋅ Exceptional interpersonal and verbal and written communication skills.
⋅ Proficient user of Microsoft Office (prior experience with customized internal computer programs preferred).
⋅ Must meet employment eligibility standards set for criminal and otherbackground checks.
⋅ Highschool Diploma or GED required. Associates Degree preferred.
Job Type: Full-time
Pay: $23.00 - $27.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Dispatching and Customer Service: 1 year (Preferred)
Ability to Commute:
- Cuba, NY 14727 (Required)
Ability to Relocate:
- Cuba, NY 14727: Relocate before starting work (Required)
Work Location: In person