HVAC Dispatcher

Bill Howe Plumbing, Heating & Air, Restoration & Flood; San Diego (CA); On-site; USD 52,000 - 78,000; Full time

Job summary

Bill Howe Plumbing, Heating & Air, Restoration & Flood is seeking an HVAC Dispatcher to coordinate daily HVAC technician activities in San Diego. You will schedule calls, maintain communications with clients and field staff, and support revenue growth through efficient dispatching.

The role requires 2+ years in dispatching, call center experience preferred, and strong communication and problem-solving skills.

Qualifications

• 2+ years of dispatching experience
• Call center experience is highly preferred
• Excellent verbal and written communication skills
• Strong problem-solving abilities with a customer-centric mindset
• Ability to thrive in a fast-paced environment and manage multiple tasks
• Proficiency in basic computer applications; ServiceTitan experience is a plus

Responsibilities

• Coordinating Service Requests: schedule and dispatch service calls to field technicians
• Communication Point: primary contact for field teams, customers, and management
• Problem-solving: address inquiries and resolve issues promptly
• Monitor and Adjust Schedules: real-time adjustments to optimize operations
• Record-Keeping: maintain accurate records of service requests, schedules, and incidents
• Emergency Response: coordinate emergency response efforts as necessary
• Collaboration: work with other departments to streamline processes
• Follow-Up: follow up on repair quotes
• Sales: sell, renew, and expand renewable service agreements
• Manage Dispatch Board: keep field personnel actively servicing clients
• Optimize Scheduling: maximize productivity and revenue through scheduling
• Client Notifications: inform clients if a technician cannot arrive on time
• Appointment Rescheduling: reschedule appointments as needed
• Adhere to Protocols: follow Dispatching for Profits Priority Service Schedule
• Timeliness: ensure technicians arrive on time
• Debriefing: conduct debriefs after job completion
• Invoice tracker: update Field Collaboration spreadsheet with quality notes
• Invoice and batch: all jobs within 24 hours
• Shout Outs: daily shout outs to service technicians for sold repairs

Skills

Dispatching experience

Call center experience

Excellent communication

Problem-solving

Multitasking

Basic computer skills

Tools

ServiceTitan

Job description

The HVAC Dispatcher is responsible for coordinating the daily activities of HVAC technicians. This role ensures efficient scheduling, exceptional customer service, and effective communication between clients and field staff. It is essential for maintaining workflow, promptly addressing service requests, and maximizing revenue.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following;

• Coordinating Service Requests: Efficiently schedule and dispatch service calls to field technicians.
• Communication Point: Serve as the primary contact for field teams, customers, and management.
• Problem-solving: Address customer inquiries and resolve issues promptly to ensure satisfaction.
• Monitor and Adjust Schedules: Closely monitor schedules and make real-time adjustments to optimize operations.
• Record-Keeping: Maintain accurate records of service requests, schedules, and incidents.
• Emergency Response: Coordinate emergency response efforts as necessary.
• Collaboration: Work with other departments to streamline processes and improve service delivery.
• Follow-Up: Follow up on repair quotes.
• Sales: Sell, renew, and expand renewable service agreements to both new and existing customers.
• Manage Dispatch Board: Keep field personnel actively servicing clients and generating revenue.
• Optimize Scheduling: Maximize productivity and revenue through effective call scheduling.
• Client Notifications: Inform clients in advance if a technician cannot arrive within the scheduled time window.
• Appointment Rescheduling: Re-schedule appointments at clients' convenience as necessary.
• Adhere to Protocols: Strictly follow the "Dispatching for Profits Priority Service Schedule" to ensure proper technician assignment.
• Timeliness: Ensure all technicians arrive at their designated appointments on time.
• Debriefing: Conduct debriefs with technicians after job completion to identify any client satisfaction issues.
• Invoice tracker: Update "Field Collaboration" spreadsheet with all quality control notes from close outs.
• Invoice and batch All jobs within 24 hours.
• Shout Outs: Send daily shout outs to service technicians for sold repairs.

This role is critical in supporting sales by ensuring a steady flow of leads and opportunities while maintaining professional and efficient communication with clients and internal teams.

Minimum Qualifications

• 2+ years of dispatching experience; call center experience is highly preferred.
• Experience in HVAC, plumbing, electrical, or other service-based industries is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a customer-centric mindset.
• Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously.
• Proficiency in basic computer applications and call center software; ServiceTitan experience is a plus.
• Prior dispatching experience is required.

Bill Howe started AM/PM Sewer & Drain Cleaning in 1980. The company began out of Bill Howe’s studio apartment in Pacific Beach, with one goal in mind – give San Diego residents a plumbing company they can trust and continuously build a repeat customer base. By 1983, Tina Howe joined the ranks of Bill Howe as the very first customer care representative. Together Bill and Tina laid the groundwork for the 200+ employees that call Bill Howe home. Today, the Bill Howe Family of Companies has evolved into San Diego’s most prominent home services company with an 80% repeat and referral customer base. We offer quality plumbing, epoxy lining, heating and air, and flood and restoration services alongside legendary customer service. We Know Howe!

All Team Members are expected to operate in line with our workplace core values which are:

The Bill H.O.W.E Way

Heart: Fiercely committed to the needs of our employees, communities, and customers

Opportunity: Focused on building career paths, promoting from within, and offering competitive training and educational opportunities