HVAC Dispatcher

Bill Howe Plumbing, Heating & Air, Restoration & Flood•San Diego, CA

94d•$20 - $25

About The Position

The HVAC Dispatcher coordinates the daily activities of HVAC technicians, ensuring efficient scheduling, excellent customer service, and effective communication among clients, field staff, and management. The role supports smooth workflow, timely handling of service requests, and revenue generation by keeping technicians actively servicing clients and scheduling calls effectively. The dispatcher serves as a key contact for customers and field teams, responds to inquiries and issues, monitors and adjusts schedules, coordinates emergency responses, and follows up on repair quotes. The role also supports sales by selling, renewing, and expanding renewable service agreements with new and existing customers. The dispatcher follows the “Dispatching for Profits Priority Service Schedule,” informs clients about delays, reschedules appointments as needed, and ensures technicians arrive on time. Additional duties include maintaining service and incident records, collaborating with other departments to improve service delivery, debriefing technicians to identify customer satisfaction issues, updating the “Field Collaboration” spreadsheet with quality-control notes from job closeouts, invoicing and batching all jobs within 24 hours, and sending daily shout-outs to technicians for sold repairs.

Requirements

At least 2 years of dispatching experience.
Prior dispatching experience is required.
Excellent verbal and written communication skills.
Strong problem-solving abilities and 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.

Nice To Haves

Call center experience is highly preferred.
Experience in HVAC, plumbing, electrical, or other service-based industries.
ServiceTitan experience.

Responsibilities

Efficiently schedule and dispatch service calls to field technicians.
Serve as the primary contact for field teams, customers, and management.
Address customer inquiries and resolve issues promptly.
Monitor schedules and make real-time adjustments to optimize operations.
Maintain accurate records of service requests, schedules, and incidents.
Coordinate emergency response efforts as necessary.
Collaborate with other departments to streamline processes and improve service delivery.
Follow up on repair quotes.
Sell, renew, and expand renewable service agreements to new and existing customers.
Manage the dispatch board to keep field personnel actively servicing clients and generating revenue.
Optimize call scheduling to maximize productivity and revenue.
Inform clients in advance when a technician cannot arrive within the scheduled time window.
Reschedule appointments at clients’ convenience as necessary.
Follow the “Dispatching for Profits Priority Service Schedule” for technician assignments.
Ensure technicians arrive at their designated appointments on time.
Debrief technicians after job completion to identify client satisfaction issues.
Update the “Field Collaboration” spreadsheet with quality-control notes from job closeouts.
Invoice and batch all jobs within 24 hours.
Send daily shout-outs to service technicians for sold repairs.