Dispatcher/CSR

Business: Design Flow

Location: Eldersburg

FULL TIME • PERMANENT

Business Product/Service: Residential HVAC

Business Address:
5975 Exchange Drive
Eldersburg, Maryland 21784-9262

Phone: (443) 743-0865

Contact Name: patty pentz
Title: General Manager
Email: patty@designflowhvac.com
Website: https://designflowhvac.com/

Job Description

• Update and maintain schedule board with all sold jobs, communicate scheduling issues with other departments including sales
• Check paperwork and timecard from previous day’s job, schedule any punch lists or uncompleted items
• Ensure that at least one installer’s tools and van is inspected each week
• Make sure that all jobs have permits and the inspections are called in timely
• Create all job folders
• Purchase equipment and schedule subcontractors
• Purchase special orders, materials, etc.by 10:00am.
• Know whereabouts and progress of crew daily on install and hourly with service
• Return customer calls/emails/texts in a timely manner, resolving open issues in a fast/efficient manner etc
• Complete customer rebates
• Take & schedule incoming sales appointments
• Process all sales related packet information daily – job progression form to be completely filled out
• Process all finance documents & schedule with customer for signage
• Maintain daily / monthly commission totals, update daily
• Happy call or thank you cards to the customer
• Resolve customer differences
• Design & mail Customer thank you gifts
• Take incoming customer calls
• Schedule and coordinate all service calls as calls are received
• Create dispatch tickets for service calls
• Dispatch Service Technicians, one call at a time
• Dispatch Service Technicians from home to first call
• Debrief Service Technicians after completion of each call
• Respond to all messages left overnight
• Maintain the dispatch board / schedule
• Forecast workload for 2 – 3 days out
• Contact customers with a “Parts Pending” status as parts are received for scheduling
• Follow up on all pending and recommended work with customer utilizing the pending work log
• Additional duties as assigned • Coordinate with vendors as needed regarding returns, warranty submission, delivery, etc
• Coordinate van service and repairs with the fleet supervisor
• Return overage stock to vendors, write PO and have material set out for pick up by vendor
• Oversee inventory on trucks & in shop
• Complete paperwork for job costing, orders received etc and send to Accounting
• Maintain warehousing of Company supplied tools. Generate check out lists and reconcile upon return.
• Schedule layouts and update layout & design schedules, coordinate with Foreman/Installation Manager.
• Create any reports deemed necessary to track sales information
• Maintain equipment pricing.
• Maintain literature inventory, presentation and stamping with company name & phone.
• Budgeting & tracking of advertising expense.
• Assist development of marketing, advertising and collateral creation of implementation.
• Assist Sales Manager
• Take service call requests as needed.
• Participate in weekly sales meetings.
• Maintain Web Site and respond to customer questions.
• Prepare weekly, monthly, yearly sales reports: Sales report, Lead Closing report, Lead source report, Maintenance Agreement Report.
• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
• Register equipment with manufacturer post installation & send customer confirmation.
• Send service contract proposals for new customers
• Maintain the maintenance agreements, including billing, scheduling, and staging of materials/parts, database information, customer hard files and renewals.
• Help Service Manager with marketing as directed.
• Order parts
• Maintain on call schedule
• Monitoring GPS

Job Requirements

• Advanced customer service skills.
• Ability to multi-task
• Organized
• Geographical knowledge of sales area or map reading skills
• High school diploma or general education degree (GED)
• Two years related experience and/or training in customer service and/or project management or equivalent combination of education and experience

Qualifications Desired:
• Excellent verbal skills
• Professional phone skills
• Strong interpersonal skills
• Working knowledge of GPS and mapping software
• Microsoft Office 365 Experience • Energetic personality
• Well organized and ability to work independently
• 3+ years HVAC office experience
• 2+ years dispatching experience
• Ability to problem solve pertaining to position

Other Job Requirements
H.S. Diploma/GED, Background Check

Wages per hour: $25-$30
Number of openings: 1
Overtime: YES
Benefits: YES
Medical, Dental and vision insurance. Company match 4O1K, PTO

Days of Work:
MONDAY 8AM-4:30PM  TUESDAY 8AM-4:30PM  WEDNESDAY 8AM-4:30PM  THURSDAY 8AM-4:30PM  FRIDAY 8AM-4:30PM
Shift:

How to Apply: patty@designflowhvac.com
Willing to Train: YES
Experience Required: YES
Experience in Months: 24 months
Minimum Age: 21 & over
Closing Date: 03/31/2025