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Customer Account Manager/ Dispatcher – RM ROACH AND SONS INC – Martinsburg, WV

Customer Account Manager/ Dispatcher

If you are looking for a new opportunity and you can relate your experience to our qualifications and responsibilities, we want to hear from you!

R.M. Roach & Sons has an opportunity for a Customer Account Manager/ Dispatcher who possesses outstanding customer service skills and a drive to exceed managers expectations. In this role, you must have excellent follow-through and multi-tasking ability.

  • Knowledge in HVAC, Hearth, and/ or the Propane field a plus.
  • Customer Service and Dispatch Experience is REQUIRED.

Responsibilities and Duties:

  • Operate switchboard and direct incoming calls to the proper person. Enter all service calls into Evosus and Cargas based on the routing schedule.
  • Practice a pleasant phone manner.
  • Greet Customers. Serve as the companies “first contact”
  • Backup to the sales team on all walk-in customers at the Receiving Counter.
  • Secure payment arrangements with customers for all service work.
  • Process credit card payments for both Sunfire and Roach Energy.
  • Schedule, prioritize and dispatch assigned technicians according to route schedule and technician skills.
  • Calls customers to schedule Tune-ups and 8 Point Checks (Some work required outside of normal work hours).
  • Prepare “After Hours On Call” in sheets for techs on Emergency calls.
  • Track outstanding work orders on a daily basis including queues.
  • Prepare and enter work orders for Billing. Ensure all parts and labor are charged to a proper job. Reconcile daily deposits.
  • Resolve billing issues with the supervisor’s approval.
  • Cross-train for all customer service, service dispatch, and delivery dispatch positions.
  • Cross-train on all billing and new account setup.
  • Mail Invoices and statements.
  • Ensure the accurate and timely filing of department documents.
  • Maintain records of R-22 recovery and disposal.
  • Approving Technicians bi-weekly payroll through ADP and current tracking system.
  • Performs other duties as assigned.


  • Competitive Pay based on Experience
  • Medical, Dental, Vision
  • 401k with 4% company match
  • Personal Time Off


  • Valid driver’s license and reliable transportation
  • Ability to pass a Drug and Background Check
  • Must be willing to work evenings/ weekends and longer days in-season
  • Ability to deal with customers in a professional and friendly manner

Click Here To Apply

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