The Wills Group

  • Dispatcher

    Job Locations US-MD-La Plata
    Job ID
    2018-1302
    # of Openings
    1
  • Overview

    The Wills Group was founded in 1926 and is headquartered in La Plata, Maryland. Our business lines include Dash In, Southern MD Oil, SMO Energy and Splash In, which serve our customers across Delaware, Maryland and Virginia. We are a privately held company that values family, collaboration and dedication. 

     

    As a leading provider of propane, heating oil and HVAC equipment in the Southern Maryland region, SMO has been firmly committed to ensuring your home comfort and energy needs since 1926.

      

    We are currently searching for a Dispatcher for our La Plata plant. The incumbent must be able to efficiently dispatch service technicians in a timely manner and in compliance with customer service standards established by the Customer Services Manager.  Utilizing several sources of information including a variety of data bases accessed via a personal computer, map books, and general knowledge of geography, the incumbent must be able to make informed decisions regarding the orderly dispatching of up to thirty technicians.  The incumbent must also be able to interact with customers and coworkers and communicate with them in a clear, concise, and courteous manner.

    Accountabilities

    • Schedule, route and dispatch technicians to calls in a timely and efficient manner.
    • Must be familiar with maps and local geography.
    • Promptly and courteously respond to a clients request for services or assistance using company provided equipment and information, knowledge of policy and procedures, and analytical skills.
    • Using a PC, access and make changes to a variety of data bases including the proper billing and input of all services provided and parts used by technicians in the performance of service calls.
    • Develop in-depth technical knowledge of company products and services.
    • Dispatch Fuel Delivery Professionals in accordance with policy and procedures.
    • Solicit and schedule annual tune-ups to ensure operational commitments are fulfilled and technician manpower is effectively utilized.
    • Act as initial point of contact in oil spill situations and other emergencies. Promptly notify management and MDE in accordance with SMO/DMO’s established policies and procedures.  
    • Complete and record accurate data for all service calls and provide follow-up with clients in a prompt and courteous manner. 
    • Advise management of problems or discrepancies as they arise.
    • Answer incoming client calls to schedule emergency service and delivery calls in a courteous and friendly manner.
    • Work with the CS department to provide accurate, courteous and prompt responses in regards to time estimates and other information inquiries in response to client request.
    • Schedule Sales leads in ACT or current scheduling calendar.
    • Other duties as assigned.

    Required Qualifications

    • High school diploma required.
    • Minimum one year experience in office operations. Experience should demonstrate ability to be decisive, well organized, and able to communicate clearly and concisely.

    • Basic to intermediate computer skills with proficiency in both Word and Excel.

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