Dispatcher, IT​/Tech

Dispatcher

Encon Heating & AC, Danbury, Connecticut, United States
• Professional Services

Description:

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.

• 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

• 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
• 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

$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.

CT LIC # HTG-0386317-S1

Putnam NY LIC# 31097

Westchester NY LIC # WC-33774-H21

MEC # 1093

AA/EOE

#EN