Lead Service Dispatcher

Lead Service Dispatcher

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Position Summary:

This position plays a key role in service dispatching, billing, inventory, payroll, accounts payable and productivity to ensure a high level of customer satisfaction and an efficient, profitable department. Frequent communication with the Service Manager is essential to discuss and preplan upcoming and ongoing schedules for a successful service department. Serves as a Dead River Company trusted advisor by adhering to our Brand Promise, Guarantees and Pledges and our Co-Worker Guarantees and Pledges.

Essential Functions:

1. Coordinates the handling of incoming service related calls from customers. Ensures the timely and accurate input of customer information into the computer system. Assists with the resolution of more complex customer service issues.
2. Plans, schedules and coordinates the efficient assignment of service technicians for tune-ups, repairs, and installations.
3. Monitors and ensures timely input to the computer system of parts and labor information needed to generate an invoice for service work performed.
4. Reconciles billable and non-billable time for service technicians.
5. Administers the service contract program including setting up new contracts, renewing and terminating contracts, and scheduling annual contract maintenance work.
6. Oversees the control of inventory replacement by ensuring accurate recording of parts used and the efficient use of the parts replacement system.
7. Monitors and ensures compliance with the company gas check program by contacting customers, explaining the program, and scheduling technicians. Occasionally inputs gas check information into the computer system.
8. Ensures that dispatchers are trained and cross-trained on various administrative procedures, coordinates and delegates the duties of the service department and schedules and approves employee hours.
9. Ensures the timely and accurate coding and processing of service department accounts payable in accordance with company policy.
10. Monitors progress and goal achievement in the LP tank requalification program.

Highly Competitive Compensation and Industry Leading Benefits- Paid weekly!

• Health Insurance – Premiums as low as $6 for full time employees!
• Dental insurance and Vision Insurance
• Company Provided Life insurance, Short-term and Long-Term disability
• 401(k) plan with company match
• Paid time off and paid holidays
• Tuition assistance for employees and scholarships available for employees' children
• Discounts on our products and services
• Opportunities for growth throughout our footprint.

Other Tasks

Performs other work-related duties as assigned.

Experience:

Previous supervisory experience and a knowledge of energy products, equipment and basic service is beneficial.

Other Attributes:

• Good communication and listening skill
• Planning and scheduling skills
• Desire to lead (assertiveness) and leadership skills
• Accuracy, organization, and attention to detail
• Analytical skills
• Dependability
• Courteous demeanor and professional appearance
• Flexibility to work overtime
• Ability to work in a dynamic environment without distraction

Education:

A high school education or equivalent is required. Education beyond the high school level is desirable.

Contacts:

This position frequently deals with customers, other employees (technicians, drivers, and office personnel), the field service manager, and sales representatives (if applicable).

Certifications:

No licensing or testing is required for this position.

Equipment Used:

Normal office equipment is utilized including a computer terminal, personal computer, calculator, copier, fax machine, and telephone. In addition, the service dispatch supervisor will frequently communicate with service technicians via radio or cellular telephone transmissions.

Decisions Made:

This position must plan and schedule service dispatchers' and service technicians' time. The dispatcher makes decisions regarding routine tune-ups and maintenance scheduling. The lead service dispatcher in consultation with the field service manager and/or Administrative Service Manager makes more complex scheduling decisions. The position also handles customer and service related issues that cannot be satisfactorily resolved by the service dispatcher.

Safety Considerations:

Safety considerations relate to proper ergonomics in an office setting including proper work station and computer terminal setup for all service department administrative personnel.

Work Environment:

Most of the work is performed in an office setting with controlled temperatures. The heating season is typically faster paced than the rest of the year.

Physical Requirements Assessment:

• The position requires frequent sitting with occasional standing and walking
• There is frequent use of the fingers to write, input data into a computer system, and handle paperwork
• There is frequent communication involving both speaking and listening

Weight or Force Moved:

There is rarely a need to lift or move an object weighing more than 10 pounds. Assistance is available for lifting heavier items.