Customer Service and Dispatch Coordinator

Description

Are you a people-first multitasker who thrives in fast-paced environments? Do you love solving problems, keeping things running smoothly, and being the go-to person others can rely on? Join our team as a Service Coordinator & Dispatcher, where you'll be the key link between our valued clients and our talented technicians.

This isn’t your typical desk job — it’s a dynamic role where you’ll keep schedules moving, clients happy, and technicians set up for success. You’ll play a crucial role in delivering a seamless, high-quality service experience every single day.

Be the key link between our clients and technicians, ensuring top-tier service, efficient scheduling, and a smooth customer experience. This role blends relationship management with fast-paced dispatch coordination.

Why Join Us?

• Make an impact: You’ll be at the center of operations, helping customers and technicians succeed.
   
• Never be bored: Every day brings new challenges and opportunities to shine.
   
• Grow with us: We value learning and development — you’ll have room to expand your skills and your role.
   
• Supportive culture: Join a tight-knit team that thrives on collaboration.

Job Responsibilities:

• Serve as the main contact for residential and commercial clients
• Respond to client inquiries same day
• Schedule and confirm maintenance visits; keep contracts up to date
• Handle billing follow-ups and resolve service issues
• Identify upsell opportunities and coordinate with install/project teams
• Support technicians with smart scheduling, routing, and real-time dispatch
• Prioritize jobs based on urgency, location, and skillset
• React quickly to changing needs or emergencies, solving problems as they arise with professionalism and calm.
• Track and drill down to root causes that prevent technician success, taking corrective action as needed.
• Triage and prioritize service calls based on location, urgency, and technician skill set.
• Communicate updates, delays, and follow-ups to clients and techs
• Troubleshoot recurring problems and improve field efficiency
• Automate processes and look for opportunities for improvement

Required Skills & Experience:

• 1+ year in a service trade (HVAC preferred)
• 1–2 years in dispatch, coordination, or customer service roles
• Associate’s degree or higher (or equivalent experience)
• Strong multitasking and communication skills
• High emotional intelligence and problem-solving ability
• Proficient in Microsoft Office (Word, Outlook, Excel, Teams)
• Detail-oriented, motivated, and a team player

Requirements

Eligibility Requirements

• 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.
• Must have reliable transportation with a valid driver’s license.

Benefits include:

• Quarterly discretionary bonus
• Medical, Dental, Vision + 401K match
• $50,000 life insurance for free!

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