Dispatch Intake Agent

Job Description

Company: Off Duty Services, Inc., a Protos Company

Title: Dispatch Intake Agent

Location: Houston, TX

Off Duty Services, Inc. (ODS), a nationwide security provider for S&P500 companies, has an immediate need to fill the position of Intake Specialist. ODS is part of the Protos Security group of companies and is the nationwide leader in the off-duty security industry, offering a wide variety of services including off-duty police, security guards, remote monitoring, and more.

Position Overview & Responsibilities

The Intake Specialist is the first point of contact for clients, officers and service partners, ensuring that both internal and external customers receive a level of service that exceeds their expectations. The Specialist is responsible for collecting data, initiating requests, and reviewing submissions for completeness of information, and reports directly into the Dispatch Manager. Our work environment is fast paced, positive and stresses results oriented internal growth.

The Intake Specialist’s core responsibilities will include the following:

• Address incoming email and phone requests and inquiries
• Collect required and optional data, with an emphasis on accuracy and completeness of information
• Provide excellent customer service to internal and external customers
• Resolve applicable officer, customer, service partner and internal inquires per defined processes and guidelines while overcoming certain obstacles within the conversation
• Assist with setting proper expectations with internal and external customers about their request(s) or issue(s) that need to be resolved
• Be comfortable over the phone talking with customers while multi-tasking within our systems to collect accurate data and information
• Use multiple systems and online tools to complete tasks
• Work with Vendors and Partners to address Officer issues
• Additional duties as directed by management.

Education, Skills and Experience

• Excellent written and verbal communication skills.
• Advanced knowledge of basic office applications and ability to learn new proprietary software.
• Strong problem-solving and analytical skills.
• Excellent prioritization and time management skills, strong collaborative and leadership skills.
• Process driven, detailed oriented and highly organized.
• Strong organizational and planning skills
• Excellent time management skills and ability to multi-task and prioritize work
• More than two years in a service-focused role
• High School Diploma or equivalent required

Travel: Travel is not required.

Position Type: Full-time, Non-Exempt

Function: Operations

Compensation

Compensation includes base salary. The Company offers a competitive benefits package including medical, dental, vision, disability, 401(k), PTO, etc.

Relocation

No relocation packages or reimbursements are available for this position.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand, walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Off Duty Services, Inc., a Protos Company, is an equal opportunity employer and encourages all qualified candidates to apply.