HVAC Dispatcher

Bill Howe Plumbing, Heating & Air, Restoration & Flood; San Diego (CA); Presencial; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Bill Howe Plumbing, Heating & Air, Restoration & Flood is seeking an HVAC Dispatcher to organize daily field operations and ensure timely service delivery. The role emphasizes efficient scheduling, strong client communication, and coordination between customers and technicians to maximize revenue.

You will act as the main liaison for field staff and customers, adjust schedules in real time, and support sales through service quotes and renewals. Previous dispatching experience is required.

Formación

• 2+ years in dispatching roles, preferably in service industries.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Experience with dispatch software or call center tools is a plus.

Responsabilidades

• Coordinate service requests and dispatch technicians.
• Serve as primary contact for field teams, customers, and management.
• Address customer inquiries and resolve issues promptly.
• Monitor and adjust schedules in real time to optimize operations.
• Maintain accurate records of service requests and schedules.
• Coordinate emergency response when needed.
• Collaborate with other departments to improve service delivery.
• Follow up on repair quotes and push for renewals of service agreements.
• Keep dispatch board updated to ensure technicians are productive.
• Inform clients if a technician cannot arrive within the scheduled window.
• Reschedule appointments as needed.

Conocimientos

Dispatching experience

Call center experience

Excellent communication

Customer-focused problem solving

Multi-tasking in fast-paced env

Computer skills / ServiceTitan

Descripción del empleo

Job Summary

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.li>
• Proficiency in basic computer applications and call center software; ServiceTitan experience is a plus.
• Prior dispatching experience is required.