What are the responsibilities and job description for the Service Dispatch - Customer Service position at Securitas Electronic Security Inc?
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 technicians schedules, providing them with their assignments throughout the day, working with them to assess urgent tickets that come in, and making adjustments to ETAs 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 23 days out
- Contact customers with a parts pending status as parts are received for calls
- Participate in daily conference calls with DSMs (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 :
Securitas offers comprehensive benefits including :
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.
