DISPATCHER

We are currently hiring!

If you interested in possibly joining our team in the near future, please submit your information today. Get a head start on the competition!

To learn more about R.F. Ohl, please visit our website: http://www.rfohl.com/

General Info
Job Type: Full Time
Minimum Years of Experience Required: see below
Minimum Years of Education Required: High School/GED
Pay Scale: $18 to $20 per hour
Must be Authorized to Work in the US

Company Info

Now hiring a Dispatcher to join our growing team!

We are highly skilled, caring and knowledgeable people, supplying your energy needs, providing indoor comfort. We service and supply residential, commercial, and industrial customers in North East PA.

CORE VALUES of R.F. Ohl: Dependability, Punctuality, Knowledge, Fun, Customer Service, Leadership, Success, Caring, & Understanding.

Ideal candidates will have previous dispatching/warehouse experience, and be familiar with the N.E. Pennsylvania area. Relocation assistance is not available for this position.

Position Summary

Maintain the Technicians daily schedule and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers apprised as to company schedule and requested lead-times.

Benefits:

• medical insurance
• dental insurance
• vision insurance
• 4% matching 401k
• single coverage medical benefits
• annual Holiday Party
• major holidays off
• vacations - 1 week @ 1 year, 2 weeks @ 2 years, 3 weeks @ 5 years, 4 weeks @ 10 years.

Essential Functions and Responsibilities:

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch tickets for service calls.
• Dispatch Service Technicians.
• Respond to all messages left overnight
• Maintain the dispatch board/schedule
• Forecast workload for 2 - 3 days out.
• Contact customers with a \"Parts Pending\" status as parts are received for scheduling.
• Follow up on all pending and recommended work with customer utilizing the pending work log.
• Maintain the maintenance agreements, including billing, scheduling, and database information.
• Maintain on call schedule, to include 1st on call and standby technician
• Happy calls / customer surveys.
• Attend internal meetings with other company functions necessary to perform duties and aid business development.
• Collaborate with other staff member and/or departments to understand customer requirements, to promote the sale of company products, and to provide sales support.
• Capture and report consumer lead information to sales team.
• Other duties as assigned

Required Qualifications:

• Advanced customer service skills
• ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended, but not required
• Computer skills
• High School diploma or general education degree (GED)
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combinations of education and experience

Desired Qualifications:

• Working knowledge of HVAC industry
• 3+ years dispatching experience
• Advanced level skills using Microsoft Office products

Success Factors / Job Competencies:

• Customer Service - ability to service both internal and external clients with a high degree of satisfaction
• Commitment to company values
• organization - Ability to keep multiple schedules and projects organized and on schedule
• Communication - Excellent interpersonal communication skills

Performance Standards:

Certain key business indicators that will measure the effectiveness of this job description. These include the following:

• 8/10 ratios per technician
• Degree to which unproductive labor or lost time is minimized
• Number of customer complaints due to scheduling
• Number of return trips/calls backs due to scheduling inefficiencies
• Accuracy of customer Maintenance Agreements files
• Follow up on pending or recommended work
• Travel time goal = 1/4 hour