Dispatcher/Customer Service - Sales Specialist

Job Description

Job Description

Company: Overhead Door Company of Whitmore Lake

Location: Whitmore Lake, MI 48189

Job Type: Full-Time

Job Overview

Overhead Door Company of Whitmore Lake is seeking an organized, communicative, and sales-minded Dispatcher to join our office team. In this hybrid role, you will act as both the operational engine and a key revenue driver for our business—managing daily routes for service and installation technicians while actively handling incoming sales inquiries from residential and commercial customers.

Key Responsibilities

• Inside Sales & Inbound Service Calls
• • Field incoming calls from customers inquiring about garage doors, openers, repair services, and planned maintenance.
  • Consult with prospective customers to understand their needs, recommend appropriate garage door products/services, and close sales on incoming phone calls.
  • Generate accurate price quotes, process sales orders, and upsell complementary maintenance plans, accessories, and upgraded options.

• Dispatching & Route Optimization
• • Coordinate, prioritize, and dispatch daily service and installation schedules for field technicians.
  • Optimize routes across the local service territory to minimize drive time and maximize daily job completion.
  • Adjust technician schedules dynamically throughout the day to handle emergency service requests, weather disruptions, or jobs requiring additional time.
• Customer Care & Account Coordination
• • Provide proactive arrival updates and maintain clear, transparent communication with customers regarding job status.
  • Serve as the main line of contact for field technicians, helping resolve schedule changes, job site delays, or parts requirements in real time.
• Administrative & Work Order Tracking
• • Enter all customer details, sale items, and service requests into dispatching and CRM software.
  • Verify completed work orders, tracking parts used, labor hours, and job notes to ensure fast and accurate billing.

Qualifications & Requirements

• Experience: Minimum of 1 year of dispatching, scheduling, inside sales, or service coordination experience preferred (prior experience in trade services, garage doors, HVAC, or construction is a plus).
• Sales Aptitude: Strong ability to communicate product value, answer customer questions persuasively, and close sales over the phone.
• Communication & Multi-Tasking: Exceptional phone demeanor with the ability to balance active route dispatching while answering inbound sales calls.
• Tech Savvy: Comfortable using dispatching software, CRM platforms, digital mapping tools, and Microsoft Office.
• Local Knowledge: General familiarity with Whitmore Lake and surrounding Southeast Michigan communities to assist with effective route planning.