Lead Dispatcher

Bill Howe Plumbing, Inc.; San Diego (CA); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Employee assistance program

401k with company matching

Sick time: 40 hours

Job summary

Bill Howe Plumbing, Inc. is seeking an experienced Dispatcher in San Diego to oversee the service and repair dispatch board, coordinate calls, and balance technician coverage.

You will mentor junior dispatchers, escalate scheduling conflicts, and report on key metrics. Service Titan experience is required, and the role demands strong organization in a fast-paced environment; the team emphasizes exceptional customer service.

Qualifications

• 4+ years of dispatcher experience, includes mentoring or leading others.
• Exceptional customer service and conflict-resolution skills.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Service Titan experience required.

Responsibilities

• Oversee the service and repair dispatch board, ensuring calls are scheduled efficiently and technician coverage is properly balanced.
• Serve as the primary point of escalation for scheduling conflicts or complex issues on the service and repair board.
• Dispatch and debrief service and repair technicians after completion of each call when needed.
• Monitor job progress and adjust technician schedules as needed.
• Assist with prioritizing emergency and high-priority calls.
• Serve as a liaison between technicians, customers and internal departments.
• Train and mentor dispatchers supporting the service and repair board on systems, processes, and best practices.
• Calculate and report on key metrics for the service and repair board, including arrival times and technician performance.
• Identify process improvements and help implement policy or procedure changes for service and repair dispatch operations.
• Assist management with scheduling conflicts, staffing needs, and daily oversight of the service and repair board.

Skills

Dispatcher experience

Customer service

Organizational skills

Multitasking

Service Titan

Job description

• Full medical, dental, vision, life insurance plans, and employee assistance programs
• 401k with company matching
• Sick time: 40 hours front-loaded when you reach 90 days
• Paid time off: floating holidays & vacation starts accruing after 90 days

Responsibilities:

• Oversee the service and repair dispatch board, ensuring calls are scheduled efficiently and technician coverage is properly balanced
• Serve as the primary point of escalation for scheduling conflicts or complex issues on the service and repair board
• Dispatch and debrief service and repair technicians after completion of each call when needed
• Monitor job progress and adjust technician schedules as needed
• Assist with prioritizing emergency and high-priority calls
• Serve as a liaison between technicians, customers and internal departments
• Train and mentor dispatchers supporting the service and repair board on systems, processes, and best practices
• Calculate and report on key metrics for the service and repair board, including arrival times and technician performance
• Identify process improvements and help implement policy or procedure changes for service and repair dispatch operations
• Assist management with scheduling conflicts, staffing needs, and daily oversight of the service and repair board

Qualifications:

• 4 or more years of experience as a Dispatcher, including prior experience mentoring or leading others
• Exceptional customer service and conflict-resolution skills
• Strong organizational and multitasking abilities in a fast-paced environment
• Service Titan experience required

Physical Requirements:

• Must be able to lift, push, pull, and/or move up to 25 pounds.
• Regularly required to sit, walk, stand, stoop, bend, squat, open doors, and climb/descend stairs.
• Operate standard office equipment (computers, phones, copier, fax machine or scanner).

Environmental Conditions:

• Climate-controlled Office setting.

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