Dual Fuel Company LLC is an integrated energy services provider delivering boiler/burner installations, heating controls, boiler monitoring, and 24/7 emergency service to residential and commercial buildings across the New York City metropolitan area. Our Service division manages more than 400 active service agreements, and our proprietary Axxon platform gives customers real-time visibility into their heating systems. When a building loses heat in January, we are the company that answers — and this role is the voice they hear first.
The Role
This is not a call-center job. You will own the full lifecycle of every service call you touch — from first ring to final report — coordinating customers, property superintendents, and field technicians in real time while keeping NYC boiler compliance paperwork accurate and on schedule. The pace is fast, the stakes are real (heat and hot water for occupied buildings), and the bar is high. We are looking for someone who takes genuine pride in running a tight operation and being the person the team relies on.
Heating season (roughly October through May) is when this role matters most. Call volume rises sharply, no-heat emergencies take priority, and the team counts on steady, focused execution. Extended days may be required during heating season, particularly during emergency events. If you do your best work when it counts, you'll fit right in.
What You'll Own
Customer Service & Call Management
▪ Answer incoming service requests promptly, professionally, and courteously — and own each one through to resolution.
▪ Document customer concerns, service needs, and building details with complete accuracy; enter every service request into the system correctly so jobs run without friction.
▪ Schedule emergency service work directly with customers and property superintendents, triaging urgency and setting clear expectations.
▪ Verify technicians have completed service calls and that recommendations and follow-up actions are documented — nothing falls through the cracks on your watch.
▪ Compile and send detailed job reports upon service completion, and follow up with customers to confirm satisfaction.
▪ Procure equipment quotes from plumbing and heating supply houses and prepare repair estimates for customers.
▪ Review technicians' service notes and add clarity where needed before anything reaches a customer.
▪ Master the Axxon controls platform and confidently support customers who use it.
▪ Review completed service invoices for customer billing.
▪ Create, review, and schedule maintenance services in accordance with customer agreements.
Compliance
▪ Complete and track NYC boiler compliance paperwork with zero tolerance for missed deadlines.
Team Communication
▪ Keep the team continuously updated on job statuses, issues, and resolutions via Slack and internal tools.
▪ Maintain constant, clear communication with field technicians to resolve concerns during service calls in real time.
Who Thrives Here
We hire for ownership, not just experience. The people who succeed at Dual Fuel:
▪ Treat every service call as their responsibility until it is closed — no hand-offs into the void, no "that's not my job."
▪ Stay composed and decisive when five urgent things happen at once.
▪ Sweat the details: clean documentation, accurate data entry, deadlines met without reminders.
▪ Communicate directly and professionally with everyone from building superintendents to field mechanics.
▪ Spot broken processes and fix them instead of working around them.
If you prefer a slower pace, narrowly defined duties, or minimal accountability, this role is not the right fit — and that's okay. We would rather be honest up front.
Qualifications
▪ Proven experience in customer service, dispatch, or operations coordination — ideally in a trades, facilities, or service-business environment.
▪ Excellent verbal and written communication skills.
▪ Exceptional organization and attention to detail; able to manage multiple priorities under pressure.
▪ Proficiency with ERP/field-service systems (BuildOps a strong plus) and Slack.
▪ HVAC, boiler, or building-systems exposure a plus; degree in Mechanical Engineering a plus.
Why Dual Fuel
▪ High-trust, high-accountability team where strong performers are noticed, developed, and promoted.
▪ Real responsibility from day one — you run your desk; we don't micromanage people who deliver.
▪ Modern tools (BuildOps, Slack, Axxon) and a company that invests in doing service the right way.
▪ Stable, growing 100+ person company with a 400+ agreement service base and decades of NYC-metro relationships.
Job Type: Full-time
Pay: $66,300.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Experience:
- HVAC office: 2 years (Required)
Language:
Work Location: In person
