Job Description

 

The Office and Dispatch Administrator will serve on a team, with both individual and collective group responsibilities. This position will work alongside other team members under the supervision of the General Manager. This office and field support team currently consists of 3 individuals and is expected to grow to 5-6 over the next two years, based on Company growth expectations and the growth experienced in the previous two years. Hours for this position will be 8AM – 5PM, Monday through Friday.  

 

Key Roles and Responsibilities:

Answering phones and helping to schedule customers, or assist them with other inquiries. You will be on the phone directly with customers and prospects approximately 25% of your day(s). In addition to direct phone duties, other dispatching and logistical needs must be attended to, including but not limited to:

1.       Monitoring and following up on the progress of our field technicians in completing their schedule work.

2.       Data entry including notations and verification of timekeeping for field technicians

3.       Utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days.

4.       Inquiring with responsible parties to fully resolve and complete open tickets in our dispatching software, including documenting the resolution in job notes.

5.       Some outbound customer phone calls in limited situations. This will typically be following up on permits and inspections, but can be related to rescheduling services for customers.

Under guidance of the Supervisor and Upper Management, you will be part of a team who are collectively responsible for office and field support tasks. These tasks collectively will consume the majority of the workdays outside of time spent on the phones, and will include the following:

1.       Opening mail, scanning documents and cataloging or indexing into virtual filing cabinet

2.       Scheduling and tracking our open permits and marking them as complete in our systems after the inspection has passed. We track this data through Excel Spreadsheets.

3.       Responding to field technician and Management requests for purchase orders, including issuing purchase orders through Quickbooks and relaying the 5 digit purchase order numbers back to the requesting employee.

4.       Data entry for various spreadsheets maintained for Management review purposes.  

5.       Monitoring office supplies and assisting to restocking orders as needed

6.       Preparing daily deposits and manually scanning checks from the office to deposit online into Company operating bank account(s)

7.       Registration of HVAC Equipment for customers to assist them in Warranty Compliance to protect the Heating and Air Conditioning equipment we install.

8.       Receiving and scheduling automated work order requests, typically received via email requests.

9.       Processing customer credit cards in the office for payment, then sending receipts via email to the Customers for their records.

10.    Assisting the Management team on a variety of other office and field support tasks. The list of roles and duties does evolve over time.

 

Job Summary – Office and Dispatch Administrator

 

This will be an intellectually demanding position requiring a blend of reasoning and problem solving skills with general office and customer service intuition.   Use of common office software packages will be required to successfully integrate at this position.   Our days are generally fast paced and very active, candidates will need to possess a high energy level and embrace change and growth within an organization. Each day will require addressing unique issues and situations for our residential and commercial customers. We are a largely paperless office, a high level of comfort working with Microsoft Windows and Microsoft Office products must be displayed for candidates to be considered.

 

Why this Position May Not be a Good fit for You

·         You are looking for a position where the daily duties are stagnant, rarely changing

·         You do not like challenges and always need a set of black-and-white instructions before you can act

·         You do not like working on and with a team of professionals, preferring to act as an individual

·         You don’t want to be responsible as a team for completion of job duties. We simply do not allow finger pointing in this office. We expect Office and Dispatch staff to be willing to serve their Coworkers and the Company customers, the ‘that isn’t my job’ attitude will not fit the Company culture.

·         You don’t want to work for a Company which has seen growth of over 40% each of the last two years.

·          

 Desired Experience, Skills and Results:

  • 3-5 years of experience working in an office setting and with at least 25% of your daily duties being on the phone with customers
  • Excellent written communication, you will be corresponding with Customers
  • Working knowledge of technology systems, especially Microsoft Windows operating system Office (Word, Excel, Outlook). We will be requiring candidates to demonstrate their proficiency with these programs during the interview process.
  • Fast learner – the ability to quickly process information and learn new skills, processes, and technology systems will necessarily be required to be successful in this position
  • Employee must have reliable transportation to and from work and be available Monday through Friday during normal business hours.  We are open from 8:00AM to 5:00PM.

 
 
 
 

Application and Hiring process explained:

With written communication and reading comprehension being an integral part of the position, please make sure you fully read instructions below. We will not deviate from this process and those who do not follow all instruction will simply not be considered for the position.

Due to the number of applicants we receive for positions, we will only consider applications taken online directly through our website.  If you send your résumé directly through any of the online job search engines, you will receive an email requesting you to fill out the application online.

After the online application is completed and if you meet all job requirements, links to two prehire behavioral assessments will be sent to you via email.  We estimate 30-45 minutes total to take both assessments, successful completion of both is required before moving forward in the application process.    After both have been completed and the results are reviewed, the most qualified candidates will be invited for the first of two interviews. The top candidates will then be brought back for a second interview with the entire leadership team. We will be asking for a minimum of 3 professional references, 2 of which being former direct supervisors and we will be checking any information submitted to us for accuracy.   We look forward to visiting with you.

Visit www.baxtercompanies.com/careers to see this and other career opportunities we have. You can also sign up near the bottom for e-mail alerts to any job revision or new position additions moving forward as we continue to grow.

 

Compensation Package:

Base pay for this position will be no less than $13.00 per hour for calendar year 2017, depending on the overall candidate profile. The position will be eligible for overtime, though little to no overtime is expected for this position. Position will be eligible for raise after 180 days of service.  Other benefits will include:

  • Customer Service training – provided by a third party at the expense of the Company
  • Health benefits, 2 health plans offered. Family benefits available at the employee’s additional cost. Enrollment date will be start of third month from hire date, not to exceed 90 days
  • Dental insurance for individual fully paid by Company. Family benefits available at the employee’s additional cost. Enrollment date will be start of third month from hire date, not to exceed 90 days.
  • Vision insurance for individual fully paid by Company. Family benefits available at the employee’s additional cost. Enrollment date will be start of third month from hire date, not to exceed 90 days.
  • Company paid group life insurance plan without medical exam. $50,000 coverage provided by Company, employee can add additional coverage without medical exam at Employee’s additional cost.
  • Company retirement plan – 401k. Company matches 3% if employee contributes 3%.   Company will match a maximum of 4% if employee contributes 5%. Enrollment date will be first date of calendar quarter after one year of service.
  • 9 days of PTO first year, begins accruing from date of hire. 14 days of PTO after 5 years of service.
  • 6 paid Holidays – New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas Day.
Equal Opportunity Employer, including disabled and veterans.
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