Service Dispatch Specialist I

About the role

The Dispatcher position at Securitas Technology is a key role in managing customer and technician interactions. This role involves taking incoming calls, scheduling service calls, coordinating with technicians, and maintaining schedules.

Responsibilities

• Take incoming customer calls
• Schedule and coordinate service calls
• Create dispatch tickets for service calls
• Dispatch service technicians to their calls
• Debrief service technicians after completion of each call
• Update the system with the technicians on call and time off schedules
• Accommodate work-related requests from supervisors or managers
• Maintain the dispatch board/schedule
• Forecast workload for 2–3 days out
• Contact customers with a “parts pending” status as parts are received for calls
• Participate in daily conference calls with DSMs (District Service Managers)
• Escalate SLA and technician availability concerns
• Provide technician support regarding ticket information, directions, promised scheduled times, parts needed, or any other pertinent information
• Acknowledge all new and update existing tickets

Requirements

• High School Diploma required
• Some college Preferred
• Minimum of 1-3 years’ work experience in customer service or a call center environment
• Ability to accurately type 40 + words a minute
• Good multitasking and prioritization skills
• The ability to follow written and verbal instructions
• The ability to perform duties with a high degree of urgency and accuracy
• Good interpersonal communication and organizational skills
• A positive attitude and continuous improvement
• Interface with customers
• Function well within a team environment
• Microsoft Word and Excel skills
• Flexible schedule

Qualifications

• Ability to perform duties with a high degree of urgency and accuracy
• Good interpersonal communication and organizational skills
• A positive attitude and continuous improvement
• Interface with customers
• Function well within a team environment
• Microsoft Word and Excel skills
• Flexible schedule

Skills

• Customer service skills
• Time management
• Communication skills
• Organizational skills

Benefits

• Opportunity for annual merit pay increases
• Paid company training
• Medical, Dental, Vision, and Life Insurance
• Company-paid short-term and long-term disability
• 401K with 60% match up to 6% of salary
• Paid vacation, holiday, and sick time
• Education assistance
• Exceptional growth opportunities
• Wide variety of employee discounts on travel, equipment, and more!

Pay

Compensation details are not specified in the job description.

Schedule

The Standard Hours of this Position are Monday-Friday, however the Schedule may vary based on operational needs.