Dispatcher IV

Service Experts • Leesport, PA

2d • Onsite

About The Position

The Dispatcher IV uses practical knowledge to complete moderately complex projects and assignments within the Dispatch family. This role involves helping to train or mentor less experienced employees and works under general direction. Service Experts Heating & Air Conditioning, headquartered in Richardson, TX, provides HVAC and plumbing maintenance and repair services to homes and businesses. The company emphasizes a strong focus on customer experience and aims to be a leader in its markets, maintaining an unwavering commitment to its customers.

Requirements

• High school diploma or equivalent with 6+ years experience working in dispatch or another coordinating environment
• Experience or training the use of computers and related systems in an administrative office environment
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment.
• Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
• Excellent customer-service, communication, and interpersonal skills
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner.
• Ability to communicate with a diverse customer population.
• Ability to work effectively in both a team and an independent environment
• Ability to make decisions based on established guidelines and procedures
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
• Effective organizational and time-management skills.
• Must be able to prioritize work based on service demands

Nice To Haves

• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Responsibilities

• Answers incoming phone calls from customers and assists call or routes call to appropriate person
• Maintains good customer relations and ensures that all calls meet Service Experts’ standards
• Receive and prioritize incoming service requests from customers, carefully documenting details related to the issue and location.
• Utilize dispatching software to efficiently schedule and assign field technicians to job sites based on their availability, skill set, proximity to the location, and service call priority.
• Monitor technicians' schedules and job progress throughout the day, making necessary adjustments and reassignments to maximize productivity and ensure timely service.
• Act as the main point of contact between customers and field staff, providing updates on technician arrival times, service status, and addressing any customer inquiries or concerns.
• Maintains customer records by updating account information
• Adheres to CPI compliance regulations when taking payments over the phone
• Updates capacity planner whenever calls or booked, rescheduled or cancelled
• Continually maintains working knowledge of all company products, services, and promotions
• Reliable attendance and on-time job performance
• Coordinate multi-route documentation ensuring completeness and accuracy for billing and analytics.
• Manage shared inbox/queues for dispatch requests and triage per priority.
• Own access credential updates (gate codes, dock contacts) across routes.
• Build and maintain driver quick-reference guides for complex lanes.
• Handle batch updates to status codes under dispatcher direction.
• Compile daily performance summaries for manager review.
• Monitor telematics dashboards for basic alerts and route health flags.
• Schedule driver briefings and collect acknowledgments.
• Coordinate VIP shipment notes and ensure they are visible to dispatch.
• Maintain resource calendars (equipment, driver availability) and highlight conflicts.

Benefits

• training, support and an opportunity for unlimited professional growth
• reasonable accommodations, upon request, for individuals to participate in the application and hiring process

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees