Hometowne COC Service Dispatcher

CAMPBELL OIL COMPANY INC•Village of Brockport, NY

7d•$50,000 - $70,000•Onsite

About The Position

The Service Dispatcher coordinates, schedules, and dispatches technicians to customer locations, ensuring customer satisfaction, productivity, safety, and efficiency. The dispatcher serves as a primary contact for customers in person and by telephone, initiates communication to build trust, resolves customer questions and problems, records account details, and explains available fuel programs. The role also supports customer contract retention and account receivables compliance, orders parts, helps maintain inventory, and provides information for key performance indicators. It supports the Operations Manager and other employees, follows applicable company policies and regulations, keeps current on relevant technology and codes for oil and propane equipment, and suggests process improvements. The employee may support special projects, perform other assigned duties, work at multiple locations, and cross-train as needed. The position is based at COC Brockport in Brockport, New York, and primarily works in an office environment, with exposure to moving vehicles outside the office. The work environment is usually quiet to moderate in noise level.

Requirements

At least five years of experience in dispatch operations, including direct customer contact.
High school graduate or equivalent.
Valid driver's license.
Self-motivated and comfortable working independently, managing priorities, and making decisions.
Basic understanding of and prior experience with account setup, billing, accounting, and data analysis.
Strong professionalism and discretion.
Well-developed verbal and written communication skills.
Strong numerical skills and ability to work with mathematical formulas and analyze data.
Demonstrated ability to provide a high degree of customer service.
Ability to work as part of a team across multiple locations and cross-train in a variety of functions.
Proficiency with Microsoft Office products.
Must meet employment eligibility standards for criminal and other background checks.

Nice To Haves

Prior experience in the fuel industry.
Prior experience with customized internal computer programs, such as petroleum software applications.

Responsibilities

Coordinate, schedule, and dispatch service calls efficiently and on time so customer commitments are met.
Communicate safety policies to customers and employees.
Communicate with customers helpfully, respectfully, and professionally, including serving as a primary contact in person and by telephone.
Support the Operations Manager and other company employees as needed.
Follow and promote company policies and applicable local, state, and federal rules, regulations, and codes for safe installation and service of oil and propane equipment; build relationships with state and local authorities.
Keep current on technology and codes related to oil and propane equipment.
Suggest and implement processes to improve customer satisfaction, efficiency, and value, or reduce costs.
Create and supply information used to determine key performance indicators.
Initiate customer communications, build relationships and trust, and direct customers toward resolution of their problems or questions.
Enter and document details in customer accounts.
Explain available fuel programs to customers and understand how to establish company fuel programs.
Maintain familiarity with retail propane pricing and address related questions appropriately.
Support retention of customer contracts and maintain documents to support efficient processes.
Work with customers to follow accounts receivable policy and minimize overdue accounts.
Order parts and help maintain appropriate inventory levels.
Participate in special projects as business needs arise and perform other assigned duties.
Work in multiple locations and cross-train as needed.