Dispatch Lead

Job Description

Company: Protos Security

Title: Dispatch Lead

Location: Daleville, VA

Position Overview & Responsibilities

Protos is seeking a Dispatch Lead to join its team. The Dispatch Lead will report directly to a Dispatch Supervisor and will be the first point of contact for clients, officers and service partners, as well as addressing service requests and incident tracking, ensuring that both internal and external customers receive a level of service that exceeds their expectations. The Lead is responsible for collecting and reviewing data, initiating and executing requests, reviewing submissions for completeness of information, and addressing incidents. Our work environment is fast paced, positive and stresses results oriented internal growth.

The Intake Lead’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
• Execute client service requests, executing against a repeatable, standard process
• Log, and potentially address, incidents reported by officers, vendors, or clients
• 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, executing requests using requirements, multiple data sources and systems
• Provide guidance and subject matter expertise to Intake Agents and other coworkers
• Provide continuous improvement feedback and suggestions to management
• 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 three years in a service-focused role
• High School Diploma or equivalent required

Travel Travel is not required.

Position Type Full-time, Non-Exempt

Shift: Friday-Tuesday, 6am-2pm

Function Operations

Compensation

Compensation includes base salary and a discretionary, performance based year-end bonus. 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.

Protos Security (Single Source Security, LLC) is an equal opportunity employer and encourages all qualified candidates to apply.