Dispatcher

Dispatcher

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.

Responsibilities

Technician Management:

• 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

Scheduling:

• 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

Customer Service:

• 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

Required Skills

• 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)

Eligibility Requirements

• Must be willing to work from office in Danbury, CT with occasional travel to our office in Stratford CT
• Employment/education will be verified.
• 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.

Compensation: $23-$28/hr.

Benefits include: Career Advancement Opportunities; Paid Training; Competitive Salary; Medical, Dental, and Vision Insurance; Health Savings Account (HSA); Health Flexible Spending Account (FSA); Dependent Care Flexible Spending Account (DFSA); 401K Savings Plan; Life/AD&D Insurance; Voluntary Supplemental Life Insurance; Voluntary Long-Term Disability; Employee Assistance Program; Rewards and discounts; Gym Membership Discount; Paid Time Off

Encon Heating & AC complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Encon Heating & AC does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.