Regional Dispatcher - HVAC

About the role

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.

Schedule

7:00 AM to 4:00 PM, Monday through Friday, with the possibility of added hours during peak seasons.

Responsibilities

• Scheduling and Dispatch: Maintain the daily schedules of our Service Technicians and efficiently dispatch them as service calls are completed.
• Return Trip Coordination: Coordinate return trips with customers, especially when parts are needed, and collaborate with vendors to facilitate prompt part returns.
• 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.
• Customer Data Management: Keep our customer database up to date with the latest customer information, ensuring correct and streamlined service records.
• 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.
• Technician Debriefings: Conduct thorough debriefings with technicians after each service call, maintaining continuous communication throughout the day to address any issues promptly.
• 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.
• 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.
• 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.

Benefits

• Customizable medical benefits, with company-paid Life Insurance, Long Term Disability, and contributions to 401(k) and HSA accounts.
• Company-provided technology, ongoing technical updates, and upgrades.
• First-year PTO accrual of 3 weeks, plus holidays.
• Ongoing training and career development opportunities.
• Outstanding company culture based on Haller's Mission/Vision/Values.
• Quarterly one-on-one with your manager to discuss career pathing, wages, and growth, plus monthly surveys that allow you to have a voice in the company's direction.
• No micromanagement: Empowerment is one of our core values, and we trust you to do your job.

Qualifications

• High school diploma or general education degree (GED).
• 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.
• Proficiency in Microsoft Office applications and general computer skills to effectively manage scheduling and communication tasks.
• Strong organizational and multitasking skills to manage multiple responsibilities efficiently.
• Recognize the importance of details and their impact on the broader operational picture.
• Experience with Service Titan software is highly valuable and will be a significant asset in this role.
• While not a requirement, experience with the HVAC, Plumbing, and/or Electrical field is considered a bonus.
• Possess geographical skills and the ability to navigate the greater Lititz region, ensuring effective dispatching and scheduling.