Customer Service & Dispatch Coordinator

Customer Service & Dispatch Coordinator

Comfort Aire Heating and Cooling — Lancaster, PA
Full-time $22–$25/hour, based on experience

The Company

Comfort Aire Heating and Cooling is a residential HVAC company serving Lancaster County.

We have seven technicians in the field, a field manager who runs the crews, and an owner who leads sales, estimates, and the financial side of the business.

We're hiring the person who will own the phones, dispatch board, customer communication, and day-to-day office coordination.

It's an important seat on our team. Almost everything happening in the field passes through this role at some point. You'll get to know our customers, work closely with our technicians, and have a direct impact on how smoothly the company operates each day.

We work as a team. Everyone has a role, problems get raised early, and people help each other get the job done. If you like being the person who keeps things organized, solves problems, and makes the day run better for everyone around you, you'll probably enjoy this job.

The Job

Phones and dispatch come first, always.

You answer customer calls, book appointments, help build the technicians' daily schedule, and adjust it when the day doesn't go according to plan.

A no-heat call comes in. A technician gets tied up longer than expected. A customer needs to be moved. Something unexpected changes the schedule.

Your job is to figure out the next move, communicate it clearly, and keep the day moving.

You'll have real responsibility in this role. We don't expect you to ask permission for every small decision once you've learned how we operate. We want someone who can understand the situation, use good judgment, and help solve the problem.

When the phones and dispatch board allow, you'll handle the recurring office responsibilities that keep the company organized and prevent things from falling through the cracks.

Phones and Dispatch

• Answer incoming calls and book service and maintenance appointments.
• Help build and manage the daily dispatch board.
• Re-route technicians when emergencies or schedule changes come up.
• Keep customers informed when arrival times change.
• Follow up on estimates prepared by the owner. This is not a high-pressure sales role — the goal is to make sure every estimate has a yes, a no, or a clear next step.
• Handle frustrated-customer calls, get the facts, and help establish a plan to make things right.
• Communicate clearly with the field manager and technicians throughout the day.
• Keep track of callbacks and open customer issues until there is a resolution or clear next step.

Office Coordination

These responsibilities are handled around the needs of the phones and dispatch board. They are not a list of equally urgent tasks competing for your attention every day.

You'll help keep the administrative side of the business moving by:

• Invoicing completed jobs the same day.
• Following up on unpaid invoices.
• Working the maintenance agreement list, including renewals and scheduling seasonal tune-ups.
• Maintaining supply house accounts and credit applications.
• Keeping licenses, registrations, vehicle titles, and insurance certificates current.
• Handling onboarding paperwork and benefits forms and running payroll.
• Assisting with the administrative side of manufacturer warranty claims, including warranty paperwork and coordinating the return of parts to supply houses for credit when needed.
• Keeping customer and job records clean in our service software.
• Maintaining a simple system for tracking open items so nothing gets forgotten.

Our technicians handle the technical side of warranty claims. You help make sure the paperwork and follow-through get completed.

What Good Looks Like

Once you've learned the role:

• Customers know what's happening, even when the answer isn't what they hoped to hear.
• Technicians start the day with a schedule that makes sense and know when it changes.
• The field manager can focus on running the crews because the office is keeping communication organized.
• Problems get raised early instead of becoming surprises.
• Estimates, invoices, renewals, warranty paperwork, callbacks, and other open items continue moving toward completion.
• If you tell someone you're going to call them back, you call them back.
• Office records are organized enough that someone else can find what they need.
• At the end of the day, the important loops are either closed or have a clear next step.

You'll know you're doing the job well because customers, technicians, and the field manager will begin relying on you.

Not Part of This Job

Bookkeeping outside of running payroll, P&L work, and job costing are handled by the owner.

You do not need accounting experience to do this job well.

If you already have that skill set and prove yourself in this role, there may eventually be an opportunity to take on additional financial responsibilities with additional compensation.

But we're hiring for this job first.

Who Fits Here

We hire for three characteristics and train the rest.

Courage

You make the calls people sometimes avoid.

The upset customer. The past-due invoice. The customer whose technician is running late.

You don't hide a problem and hope someone else notices it. When something goes wrong, you raise it early and help figure out the next move.

When the schedule breaks at 2:00 p.m., you're comfortable making a decision.

Persistence

You follow things through.

Estimates, forms, renewals, invoices, callbacks — you keep track of what's open and continue working the list.

Leaving a voicemail is a start, not a finish.

You don't need someone constantly reminding you what still needs attention.

Humility

You ask questions when you don't know something. You take coaching. You own mistakes, fix them, and move on.

You're also willing to pitch in when the team needs help, even when something falls outside your normal routine.

You care more about the team getting the right result than about getting the credit.

Requirements

• 2 years of experience in customer service, scheduling, dispatching, office administration, or a similar role.
• HVAC experience is not required.
• Steady and professional on the phone, including when a customer is frustrated.
• Organized enough to handle interruptions throughout the day without losing track of what still needs to be done.
• Comfortable making reasonable decisions when schedules change.
• Able to learn scheduling/service software and standard office tools.
• Able to handle customer and employee information with discretion.

Experience in HVAC, plumbing, electrical, automotive service, medical or dental scheduling, property management, logistics, or another service business is helpful but not required.

Schedule, Pay and Benefits

• $22–$25/hour, based on experience.
• Full-time, Monday–Friday.
• Standard hours are 7:30 a.m.–4:00 p.m. with a 30-minute lunch.
• This is primarily an in-office position in Lancaster, PA, but we're willing to discuss flexibility in schedule or work arrangement for the right candidate.
• Health insurance available immediately.
• Employee cost is $45 per month per covered person, including family coverage.
• Dental and vision coverage available.
• 80 hours of PTO to start.
• PTO increases by 10 hours per year until reaching 120 hours annually.
• 20 hours of paid sick time.
• Paid holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
• 401(k) with employer match: 100% match on the first 3% you contribute, plus 50% match on the next 2% — for a maximum employer match of 4%.

Why This Role Matters

This isn't a job where you sit at the front desk waiting for someone to give you something to do.

You'll be in the middle of the operation.

You'll learn how a residential service company works, build relationships with customers and technicians, solve problems every day, and have the ability to make a noticeable difference in both the customer experience and how well the company runs.

You'll also have room to use your judgment. Once you understand how we operate, we want you solving problems — not waiting for someone to tell you what to do every step of the way.

For the right person, there is room to take on more responsibility as the company grows.

How to Apply

No cover letter.

Send us your resume and answer one question in a few sentences:

Tell us about a time you kept working a problem after most people would have let it go.

We read your answer before we read your resume.

There isn't a perfect answer. We're looking for how you think, how you follow through, and what you do when something becomes your responsibility.

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person

Salary : $22 - $25