Dispatcher

Dual Fuel is an integrated energy services provider that provides boiler/burner installations, heating controls, boiler monitoring and emergency service to residential and commercial buildings in the New York City metropolitan area.

We are seeking 2 reliable, organized, and proactive Dispatchers to manage overnight and weekend shifts (New York City EST). The dispatchers will be responsible for ensuring timely and accurate communication with customers and field technicians, logging service calls, and maintaining efficient workflows. This role requires excellent customer service skills, strong attention to detail, and the ability to manage multiple tasks under pressure.

Shift Schedule
• Dispatcher 1… Weekdays: 4:00 PM to 12:00 AM Eastern Time
• Dispatcher 2… Weekdays: 12:00 AM to 8:00 AM Eastern Time
• Weekends: TBD

Key Responsibilities

Receive Calls
o Answer incoming service requests from customers promptly, professionally, and courteously.
o Document customer concerns, service needs, and other relevant information accurately.

Contact Technicians
o Dispatch field technicians to service locations based on priority, urgency, and availability.
o Serve as the central communication hub between customers and field technicians.

Enter Calls into ERP (BuildOps)
o Log service calls and job details into the company’s ERP system (BuildOps) accurately and in a timely manner.
o Ensure that all service requests are entered into the system correctly to facilitate efficient job completion.

Confirm Job Completion
o Verify that technicians have completed service calls and that any necessary recommendations or follow-up actions are documented.

Review Job Notes and Report
o Review technician job notes to ensure all required details are accurate and complete.
o Compile and send detailed job reports to customers upon service completion.

Team Communication
o Use Slack and other internal communication tools to keep the team updated on job statuses, issues, and resolutions.
o Ensure continuous communication with technicians to address any concerns during service calls.

Qualifications
• Previous experience in a dispatch, customer service, or administrative role is preferred.
• Strong communication skills, both verbal and written.
• Detail-oriented with excellent organizational skills.
• Ability to work efficiently in a fast-paced environment.
• Proficiency in using ERP systems (experience with BuildOps is a plus) and Slack for team communication.
• Ability to manage multiple tasks at once and remain calm under pressure.
• College Degree in Mechanical Engineering