Dispatch Support Representative

Dispatcher Position at Lancaster Brothers Heating & Cooling

At Lancaster Brothers Heating & Cooling, we are a family-oriented business. We deeply value our technicians and focus on taking care of our local community. We deliver honest, high-quality HVAC, electrical, and plumbing services built on trust, teamwork, and a supportive workplace culture. As a dispatcher, you are the heart of our daily operations. You will have direct contact with our team and our neighbors.

Your primary duty is to match the right technician to the right service calls. This ensures our field staff can focus on what they do best while keeping our customers comfortable. You will be responsible for ensuring that our community receives exceptional care through clear, friendly communication with department managers, employees, and customers. This is an in-office position. You will report to our Stilwell office location daily to support our local team.

Why Work for Lancaster Brothers?

• Growth opportunities & fantastic fun work culture
• Medical (three affordable medical plans to choose from), dental and vision insurance
• Company paid life insurance and employee assistance program for yourself, spouse, and children
• Company paid short-term and long-term disability
• Optional flexible spending accounts, health savings accounts, supplemental medical insurance, pet insurance, and  & legal shield
• 401k with company match
• Professional and personal development, including continued education assistance
• Paid time off & 9 paid holidays

Compensation: $20-25/hr plus additional opportunities for $$$

Qualifications:

• High school diploma or GED
• 2+ years of customer service experience
• Strong written and verbal communication skills with different personality and communication styles
• Highly organized and detail oriented
• Ability to thrive in fast-paced environments and high-demand peak seasons
• Ability to multitask
• IT competent – efficient typist, proficient with Microsoft Outlook, Work, and Excel, and phone systems
• Competitive individual contributor who also loves to win as a team
• Experience in an HVAC, plumbing, or electrical setting highly preferred

Primary

Job Functions:

• Work closely with technicians, field service supervisors/service managers, and customer service representatives to ensure customer expectations are met
• Dispatch service calls by priority, urgency, and profitably to ensure daily revenue goals are met/exceeded
• Provide regular updates to customers throughout the day on technician's progress and reschedule or move up service and/or maintenance calls according to company and service department guidelines
• Work with field service supervisors and service managers to ensure first calls for next day are assigned and strategically structured
• Coordinate multifaceted jobs and facilitate communication between technicians and vendors
• Relay accurate information to technicians regarding customer concerns and dispatch appropriately to ensure best in class customer service
• Respond to customer requests, resolving issues and promoting the company!
• Provide back up support for incoming service calls and requests as needed
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming service calls
• Special projects or tasks as requested by your manager