Regional Dispatcher - HVAC
About The Position
The Regional Dispatcher is based in the Lititz office and serves as a key link between customers and Commercial Service Technicians. The role supports customer satisfaction by coordinating communication, scheduling, and prompt service delivery in the Lititz region. The schedule is 7:00 AM to 4:00 PM, Monday through Friday, with the possibility of additional hours during peak seasons. The dispatcher maintains technician schedules, creates and manages work orders, coordinates customer appointments and return trips, maintains customer records, and communicates with technicians, managers, vendors, and customers. The role also helps manage call capacity and supports other areas of the service team as needed. The company offers a benefits package that includes customizable medical benefits; company-paid life insurance and long-term disability; contributions to 401(k) and HSA accounts; company-provided technology and updates; three weeks of first-year PTO accrual plus holidays; and ongoing training and career development. The company also describes its culture as mission-, vision-, and values-based, offers regular manager check-ins and employee surveys, and emphasizes employee empowerment.
Requirements
- High school diploma or GED.
- At least 3 years of relevant experience and/or training in customer service or dispatching.
- Proficiency in Microsoft Office applications and general computer skills.
- Strong organizational and multitasking skills.
- Attention to detail and an understanding of how details affect broader operations.
- Geographical knowledge and ability to navigate the greater Lititz region.
Nice To Haves
- Experience with Service Titan software.
- Experience in HVAC, plumbing, and/or electrical fields.
Responsibilities
- Maintain daily schedules for Service Technicians and dispatch them as service calls are completed.
- Coordinate customer return trips when parts are needed and work with vendors to facilitate prompt part returns.
- Create work orders promptly as service calls come in, assigning them according to technician zones and skill sets.
- Keep the customer database and service records up to date.
- Communicate clearly with department managers, employees, and customers.
- Debrief technicians after each service call and maintain communication throughout the day to address issues.
- Confirm first calls the night before and take other follow-up actions to remind customers of appointments.
- Coordinate with the Commercial Service Manager and Customer Care Administrator to communicate call capacity and support efficient scheduling.
- Adapt to changing needs and assist in other areas as needed.
Benefits
- Customizable medical benefits.
- Company-paid life insurance.
- Company-paid long-term disability.
- Company contributions to 401(k) and HSA accounts.
- Company-provided technology, with ongoing technical updates and upgrades.
- First-year PTO accrual of 3 weeks, plus holidays.
- Ongoing training and career development opportunities.
- Quarterly one-on-one meetings with a manager to discuss career pathing, wages, and growth.
- Monthly surveys that allow employees to provide input on the company's direction.
- Employee empowerment and a culture that emphasizes trust rather than micromanagement.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
High school or GED
