Employment Opportunities
Highest Rated Heating Company in Franklin County!
We are currently hiring for the following positions:
CCR/Dispatcher
The CCR/dispatcher supports the day-to-day operations of the company and is the primary point of contact for customers. The CCR/dispatcher answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCR/dispatcher will work diligently to solve the problem, to the customer’s satisfaction. As part of this responsibility, the CCR/dispatcher will develop and manage reports and efficiently schedule and dispatch technicians to calls. This role requires the CCR/dispatcher to think critically to ensure they are dispatching the best fit technician for the call. A successful CCR/dispatcher must have the ability to function as a part of a team and be able to think creatively and critically.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:
-Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. -Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. -Have a courteous and pleasant demeanor whether on a phone call or not.
-Know that courteousness affects other team members’ spirit.
-Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
-Notify client ahead of time if the technician/plumber is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
-Making sure that Club Membership clients are continually called. -Extra scheduled service appointments should be booked to make up for any shortfall of repair calls.
-Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
-Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction.
-Manage the dispatch board to keep field personnel on the move and generating revenue.
-Make every effort to compress call scheduling effectively and maximize productivity.
-Communicate with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to the technicians.
-Every effort should be made to keep technicians on the job.
-Strictly adhere to the Dispatching for Profits Priority
-Schedule to ensure the “Right” technician is sent to the “Right” appointment.
-Debrief technicians after each call and make sure they collected payment.
-Obey company Code of Ethics and the Team Rules
Minimum Qualifications:
-High school diploma/GED required
-Associate degree preferred but not required
-Self-starter, reliable, flexibility with hours
-Strong customer service skills
-Present and communicate professionally (written and verbal)
-Excellent interpersonal communication skills on a professional and technical level
-Able to work both independently and as part of a team
-Strong knowledge of Microsoft Excel, Word and PowerPoint
-Must be a critical thinker – Strong English composition skills
-Telephone etiquette and working knowledge of email systems
-Ability to develop tools that create efficiencies within department
Physical Demands and Work Environment:
-Climbing up and down stairs from time to time
-Moderate lifting may be required (15-20) pounds
-Ability to work more than 40 hours per work week and up to 12 hours per day
Working Environment:
-Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
-Service center environment with moderate noise level due to
-Representatives talking, computers, printers, and floor activity
-Dress code is business casual
Field Service Manager
This position is responsible for management activities, including; establishing department development plans for installation, service, and maintenance. Also responsible for following and enforcing policies and procedures to ensure the company fulfills its contractual obligations for service, repair, installations, and maintenance in accordance with profit objectives and directives. Procurement of necessary parts, tools and equipment for jobs. The Service & Installation Manager is the person that coordinates all of the activity between the office and the field.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
-Manage & Supervise and lead Service Technicians and Installation Crews
-Directly responsible for recruiting, interviewing, training, managing, and evaluating field technicians & installers
-Conduct ride a longs with technicians and installers and provide constructive and positive feedback
-Ensure all repairs and installs are completed to the highest quality standards and if necessary all permits are obtained.
-Conducting site visits during commissioning of new equipment
-Communicate and monitor goals
-Manage work load and schedules to best utilize manpower and maximizes profits
-Ensure technicians are being dispatched effectively
-Assist technicians with any issues while in the field
-Facilitate weekly field service meetings
-Resolve customer issues or concerns to ensure complete satisfaction
-Ensure all department operations are carried out in compliance with local, state, federal, and company requirements and codes
-Ensure all team members comply with OSHA safety standards.
-Harness a safety culture
-Provide feedback to management regarding market trends, revenue opportunities, customer issues, and all issues relevant to the business
-Manage and stay within departmental budget
-Achieve budgeted gross margin
-Meet or exceed all company goals
-Maximize lead opportunities, retain and grow Club Membership clients.
-Manage inventory, equipment and service fleet
-Review, approve new products and services
-Perform clerical duties associated with, but not limited to, field technician paperwork, personnel evaluations, and expense reports
-Carry out additional duties assigned by the General Manager or Owner
-Obey and teach the company Code of Ethics Team Rules and Team Philosophy.
-One third of your time should be spent Recruiting the right Team Members, One third of your time should be spent Training those team members, and then the last One third should be spend Supervising, Administrating, and Motivating your team. Manage your time in these proportions and you will be a successful Manager.
Minimum Qualifications
-High School Diploma
-Valid Driver’s License
-Basic computer skills
-Excellent oral, written and interpersonal communication skills
-Knowledge of current code requirements
-Understanding of accounting and finance as it relates to the industry
-Minimum 5 years experience in plumbing and HVAC
-Current gas, oil and AC certifications and licensing. Plumbing and Type S electrical preferred
Physical Demands and Work Environment
-Physical Demands:
-Climbing up and down stairs from time to time
-Moderate lifting may be required (30-50) pounds
-Ability to work more than 40 hours per work week and up to 12 hours per day
-Night time, Weekend and Holiday Availability to assist on call technicians as needed by phone or in field
Working Environment
-Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
-Service center environment with moderate noise level
-Dress code is business casual with company logo clothing
-Daily travel to job sites to visit service and installation jobs
-Working with area wholesalers on equipment procurement and material supply chain
-Maintaining open communication between management and field personnel’s
Contact
Office: 802.849.2466
info@brocksheating.com
Hours
M-TH: 7 am - 5 pm
F-Su: Closed
24-Hour Emergency Service Available
