Service Dispatcher

Service Dispatcher Position Summary

The Service Dispatcher is responsible for coordinating, scheduling, and dispatching technicians to all customer locations. This position must ensure a high level of customer satisfaction, productivity, safety, and efficiency.

Service Dispatcher Position Responsibilities

• Coordinates the efficient and timely dispatching of service calls to ensure customer commitments are met with a high level of productivity
• Coordinates timely equipment installations ensuring all permitting, financing and documentation is completed on time.
• Understands and communicates safety policies as they relate to our customers and employees
• Communicates regularly with customers in a helpful, respectful, and professional manner
• Provides support to Management and other company employees as needed
• 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 while creating relationships with state and local authorities
• Keeps abreast of new technology and codes relating to various oil and propane equipment to maintain a competitive advantage
• Suggests and deploys processes to increase customer satisfaction, efficiency, value and/or lower costs
• Creates and supplies information for determining performance of Key Performance Indicators (“KPI”)
• Primary contact for all customers both in-person and via telephone
• Directs customers in a way that ensures their problem or question is properly resolved
• Post and prepare service invoices for all types of service work.
• Enters and notates details in customer accounts
• Maintains familiarity with retail propane pricing mix and can address it appropriately
• Understands and communicates safety policies as they relate to our customers
• Supports the retention of customer contracts and documents in a manner that supports efficient process
• Works with our customer base to ensure compliance with existing accounts receivable policy and minimize over terms accounts
• Involved in special projects from time to time, depending on business need
• Willingness to accept other tasks and duties as assigned, which may or may not relate to the normal scope of this position
• Willingness to work in multiple locations and cross-train as needed

Inventory and Warehouse Management Responsibilities

• Part Procurement: Order necessary parts for upcoming repairs and track their arrival to ensure "first-time fix" readiness.
• Stock Oversight: Maintain an organized warehouse and monitor inventory levels for common stock items.
• Warranty Returns: Process failed parts for warranty claims and coordinate returns to vendors.

Resource & Parts Procurement

• Pricing Accuracy: Sourcing current costs for parts from vendors and applying the correct company markup.
• Availability: Confirming lead times so the quote includes a realistic timeline for when the repair can actually be completed.
• Labor Estimation: Calculating the total man-hours required based on the complexity of the job and travel time.

Service Dispatcher Required Knowledge, Skills and Abilities

• Minimum of five (5) years of experience working in dispatch operations, including direct contact with customers
• Graduate of High School or equivalent
• Self-motivated with a high degree of comfort working independently in managing priorities and making decisions
• Must have a valid driver's license
• Basic understanding and prior experience in account set-up, billing, accounting, and analyzing data
• Prior experience in the Fuel and/or HVAC Industry preferred
• Strong sense of professionalism and ability to maintain discretion
• Well-developed verbal and written communication skills
• Strong understanding and ability to work with numbers, mathematical formulas, and data analysis
• Proven ability to provide the highest degree of customer service
• Demonstrated ability to work as part of a team in multiple locations and cross-train on a variety of functions
• Proficient user of Microsoft Office products (prior experience with customized internal computer programs i.e., petroleum software application) preferred
• Must meet employment eligibility standards set for criminal and other background checks

EEO and ADA Commitment

At Sail Energy, everyone matters and has a voice. We are committed to providing an environment of mutual respect where equal opportunities and reasonable accommodations are available to all applicants and team members. Decisions are based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, creed, national origin, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, genetic information, veteran status, age, or any other non-merit characteristic protected by federal or state laws. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Human Resources Department at hr@sailenergy.net or call 207-837-4130. We will not respond to unsolicited third-party recruitment agencies.

Job Type: Full-time

Pay: Up to $29.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Experience:

• Dispatch Operations: 5 years (Required)
• Fuel Industry: 1 year (Preferred)
• HVAC: 1 year (Preferred)
• Petroleum Software: 1 year (Preferred)

Work Location: In person