Dispatcher

Encon Heating & AC•Danbury, CT

26d•$23 - $28•Onsite

About The Position

Encon is seeking a Dispatcher to facilitate and dispatch our HVAC service technicians to Encon clients efficiently and effectively. The dispatcher will be the technicians advocate and point of contact for all service needs.

Requirements

Minimum of 1 year work experience in the trade service industry (preferably HVAC)
1-2 years dispatch and coordinating experience
Empathic and compassionate
Exceptional emotional self-control
Be open to feedback and collaboration
Adaptable and ready to help when needed
Dedication to high-quality customer service
Friendly demeanor and positive can-do attitude
Ability to build, foster, and maintain positive professional relationships
Excellent interpersonal communication skills
Problem-solving and conflict resolution capabilities
Motivated self-starter with effective time management skills
Strong work ethic, goal oriented with a drive to succeed
Ability to multitask and prioritize based on urgency of request.
Must be able to be reactive to meet clients’ needs on a regular basis
The ability to understand exactly what someone needs and act on it — professionally and efficiently
Proficient in Microsoft suite (including but not limited to Word, Teams, Outlook, Excel and PowerPoint)
Must be willing to work from office in Danbury, CT with occasional travel to our office in Stratford CT
Applicants must be currently authorized to work in the United States on a full-time basis
Encon is a drug free workplace and requires post-offer pre-employment drug testing.

Responsibilities

Be the technician’s advocate and point of contact for all inquiries and issues that arise
Monitor morning and evening travel times and distance to make sure best decisions are being made for the technician and clients
Daily check ins with client relationship manager and purchasers to ensure technicians and clients are both set up for success.
Drill down to root causes of issues that are preventing setting our technicians up for success
Control schedules, manage travel routes for technicians to ensure their day is efficient
Triage and prioritize service calls based on location, urgency, and technicians
Learn and know the exact location and specific skill level of each tech, and how to get the right person to the right customer at the right time
Maintain or exceed a 70% field efficiency rate
Return internal and external client calls, e-mails, inquiries the same day
Set reasonable expectations to internal and external clients
Monitor and escalate excessive service issues and visits, raising the flag to involve our technical advisors to assist in solving any ongoing issue.
Work with the primary technician and client relationship manager to ensure efficient and effective scheduling, confirming appointments, advising if late and maintaining quality service.
Utilize best practices and think out of the box to be a problem solver.
Responsible for back up or roll over phone calls when needed
Provide excellent client experience and maintain a positive reputation for ENCON