Service Dispatch Specialist I

About the role

Securitas Technology, part of Securitas, is seeking a Dispatcher to join our team. The Dispatcher will be the main point of contact for customers and technicians, managing the scheduling of service tickets and ensuring prompt and efficient service.

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
• Respond to all email and incoming messages from numerous mailboxes
• 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 DSM’s (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 follow written and verbal instructions
• 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
• Computer literacy (Word, Excel)

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 is commensurate with experience.

Schedule

Flexible schedule available.