Assistant Service Dispatcher
About The Position
Our Service Dispatch Assistant supports the daily coordination of emergency and scheduled service calls, ensuring timely response and clear communication between customers, technicians, and management. This role helps prioritize urgent no heat or no hot water situations, assigns technicians based on need and availability, and maintains accurate service records. Additional responsibilities include assisting with customer concerns, monitoring technician locations, supporting oil dispatch tasks, and completing general clerical duties to keep service operations organized and efficient. The schedule for this role will be the following: during the heating season (winter), the hours will be 2PM-10:30PM, 6 days per week, and 10AM to 5:30PM, 5 days per week during the summer.
Requirements
- High school diploma
- Minimum two years’ dispatching experience in the oil industry.
- Knowledge of CSM, Spreadsheet and Word Processing software; data entry skills a plus
- Must have strong working knowledge of Westchester County and New York City boroughs.
- Ability to multitask and solve problems.
- Must be flexible to work various schedules, such as shift changes, weekends, and holidays
Nice To Haves
- Bilingual English/Spanish a strong plus.
Responsibilities
- Prioritize and schedule emergency service calls, based on urgency (Burner Not Operating, No Heat or Hot Water, Schools, Church’s etc.)
- Strong communication skills for interacting with Service Technicians and Customers.
- Record and input service call information into the computer system.
- Support the assignment of Service Technicians to service calls only after thorough assessment of the nature of call, or the significance/impact of the emergency, the expertise of the individual servicemen, and geographical considerations.
- Support the management of the service dispatch board to ensure timely evaluation and prioritization of all emergency no-heat or hot water calls based on the level/impact of the emergency.
- Provide assistance in giving direction to servicemen on the best course of action in situations presenting potential liability issues to the company, including puff backs, soot conditions, fires/fire damage, freeze-ups, and obvious dangerous situations. Ensure proper reporting to management.
- Schedule recommendation work and other service-related appointments, such as DAR Inspections, Proposals, Burner and Boiler Cleaning and Overhauls.
- Assist in handling customer concerns in a calm and professional manner and notifying management of the situation.
- Communicate unusual situations related to technical and/or customer issues to managers.
- Utilize the G.P.S. system to verify the locations of the service technicians.
- Support Oil Dispatch by assisting with carrier oil delivery tickets. This includes retrieving printed tickets, double checking them and sorting them by carrier. Place tickets in the carriers’ mailboxes for the next day’s deliveries.
- Review and match the Service Technicians daily trip cards against the service tickets to ensure all paperwork is submitted to the office. Write account and work order numbers on the service tickets to ensure accurate processing and billing.
- Provide assistance with a variety of clerical duties to support the Team ex. filing and special projects
Benefits
- 401(k) Traditional and Roth plans with employer match of 100% of the first 6% of the employee’s contribution
- Defined Contribution Plan with an automatic contribution from Sprague
- Paid Volunteer Time
- Choice of high deductible and PPO Health Plans to fit your individual needs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
