Regional Dispatcher - HVAC

Eastern & Central PA; Lititz (Lancaster County); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Regional Dispatcher to enhance customer satisfaction through effective communication and scheduling. In this pivotal role, you will manage the daily operations of service technicians, ensuring seamless service delivery and customer engagement. With a strong focus on organization and multitasking, you will coordinate service calls, maintain customer databases, and foster collaboration within the team. This position offers a supportive work environment with opportunities for professional growth and a comprehensive benefits package, making it an exciting opportunity for those passionate about customer service and operational excellence.

Benefits

Customizable medical benefits

Company-paid Life Insurance

Long Term Disability

401(k) contributions

HSA contributions

First-year PTO accrual of 3 weeks

Ongoing training and career development

Outstanding company culture

No micromanagement

Qualifications

• Minimum 3 years of experience in customer service or dispatching roles.
• Proficiency in Microsoft Office and Service Titan software is highly valuable.

Responsibilities

• Maintain daily schedules of Service Technicians and dispatch them efficiently.
• Coordinate return trips and manage customer data effectively.

Skills

Customer Service

Scheduling

Communication

Organizational Skills

Multitasking

Geographical Skills

Education

High School Diploma or GED

Tools

Microsoft Office

Service Titan

Job description

The Regional Dispatcher role is based in our Lititz office and plays a pivotal role in the impact and dedication to customer satisfaction, bridging the empathetic personality of Haller Enterprises and our unwavering commitment to delivering top-notch services to our valued customers in the Lititz region. You will be the essential link between our customers and Commercial Service Technicians, ensuring seamless communication and prompt service. The work hours will be from 7:00 AM to 4:00 PM, Monday through Friday, with the possibility of added hours during peak seasons.

What You Will Do:

1. Scheduling and Dispatch: Maintain the daily schedules of our Service Technicians and efficiently dispatch them as service calls are completed.
2. Return Trip Coordination: Coordinate return trips with customers, especially when parts are needed, and collaborate with vendors to facilitate prompt part returns.
3. Work Order Management: Create work orders promptly as incoming service calls are received, ensuring assignments align with technician zones and skill sets for best efficiency.
4. Customer Data Management: Keep our customer database up to date with the latest customer information, ensuring correct and streamlined service records.
5. Effective Communication: Employ clear and concise communication when interacting with department managers, fellow employees, and valued customers to maintain smooth operations and provide excellent service.
6. Technician Debriefings: Conduct thorough debriefings with technicians after each service call, maintaining continuous communication throughout the day to address any issues promptly.
7. Customer Appointment Reminders: Initiate follow-up actions, such as confirming first calls the night before, to remind customers of their scheduled appointments and enhance customer satisfaction.
8. Call Capacity Management: Collaborate with the Commercial Service Manager and the Customer Care Administrator to effectively communicate call capacity, enabling efficient scheduling and service delivery.
9. Adaptability and Teamwork: Show flexibility and a willingness to help in other areas as needed, contributing to the overall success of our service team and company.

We value our employees and offer a comprehensive benefits package, including:

1. Customizable medical benefits, with company-paid Life Insurance, Long Term Disability, and contributions to 401(k) and HSA accounts.
2. Company-provided technology, ongoing technical updates, and upgrades.
3. First-year PTO accrual of 3 weeks, plus holidays.
4. Ongoing training and career development opportunities.
5. Outstanding company culture based on Haller's Mission/Vision/Values.
6. No micromanagement: Empowerment is one of our core values, and we trust you to do your job.

What We Need From You:

1. High school diploma or general education degree (GED).
2. Possess a minimum of 3 years of relevant experience and/or training in customer service or dispatching roles, showing a solid foundation in customer care.
3. Proficiency in Microsoft Office applications and general computer skills to effectively manage scheduling and communication tasks.
4. Strong organizational and multitasking skills to manage multiple responsibilities efficiently.
5. Recognize the importance of details and their impact on the broader operational picture.
6. Experience with Service Titan software is highly valuable and will be a significant asset in this role.
7. While not a requirement, experience with the HVAC, Plumbing, and/or Electrical field is considered a bonus.
8. Possess geographical skills and the ability to navigate the greater Lititz region, ensuring effective dispatching and scheduling.

Equal access to programs, services, and employment opportunities are available to all persons without regard to race, color, religious creed, ancestry, age, sex (including pregnancy, sexual orientation, and gender identity), national origin, handicap or disability, the use of a support animal, genetic information or any other basis protected by federal, state, and/or local law.

By the Americans with Disabilities Act and/or applicable state and local laws, applicants requiring reasonable accommodations for the application and/or interview process should notify the Human Resources and Talent Acquisition Department. Examples of reasonable accommodations include making a change to the application process, providing written materials in an alternate format such as braille, large print, or audio recording, using a sign language interpreter, and using specialized equipment to modify testing conditions.

As part of our standard hiring process, any candidate that is made an offer of employment must have a background check, physical evaluation, drug screening and motor vehicle record performed.