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
World-Class: The BEST at what we do
Ethical: Transparent, fair, and ethical
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.
- Proficiency in basic computer applications and call center software; ServiceTitan experience is a plus.
- Prior dispatching experience is required.
