Service Dispatch Specialist I
Securitas Electronic Security

Job Info

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Service Dispatch

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge, and technology power our connected ecosystem of health, safety and security solutions and services.

As a Dispatcher, you will be the main point of contact for customers and technicians, as it pertains to the creation and scheduling of service tickets. You will be required to manage the technician's schedules, providing them with their assignments throughout the day, working with them to assess urgent tickets that come in, and making adjustments to ETA's as necessary. Additionally, you will be required to accommodate any work-related request from your supervisor or manager.

Some essential functions include:

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 is received for calls

Participate in daily conference calls with DSM's (District Service Manager), where you will escalate SLA and technician availability concerns

Perform on-the-job training as needed

Provide technician support regarding ticket information, directions, promised scheduled times, parts needed or any other pertinent information

Acknowledge all new and update existing tickets

Minimum Requirements to include:

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

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

Securitas offers comprehensive benefits including:

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

Educational Assistance

Exceptional growth opportunities

Wide variety of employee discounts on travel, equipment, and more!

We are a nationwide provider of security solutions, and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.

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