Service Dispatch Specialist I

Service Dispatch Specialist I

Job Description

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 dailyon 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.

The Standard Hours of this Position are Monday-Friday, However the Schedule may vary based on Operational Needed

Current Available Time:

6:30am-3:00pm

7:30am-4:00pm

8:30am-5:00pm

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 are 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.

Service Dispatch Specialist I

Job Description

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 dailyon 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.

The Standard Hours of this Position are Monday-Friday, However the Schedule may vary based on Operational Needed

Current Available Time:

6:30am-3:00pm

7:30am-4:00pm

8:30am-5:00pm

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 are 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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