Position Overview
We are seeking a reliable, detail-oriented Dispatcher to coordinate field technicians and ensure timely response to customer service requests involving safes, locks, access control systems, and other security-related needs. The ideal candidate will be highly organized, calm under pressure, and able to manage multiple priorities while delivering excellent customer service.
Key Responsibilities
Dispatch & Scheduling
- Receive, prioritize, and schedule service calls for locksmiths and security technicians.
- Assign work orders based on technician availability, skill set, and proximity.
- Monitor job progress and adjust schedules as needed to meet service timelines.
- Communicate changes, delays, or urgent assignments to field staff in real time.
Customer Communication
- Answer inbound calls and respond to emails regarding lockouts, safe issues, repairs, and security concerns.
- Gather necessary information from customers to create accurate service tickets.
- Provide estimated arrival times and follow up on service completion and customer satisfaction.
Work Order & System Management
- Create, update, and close work orders in the company’s dispatch or CRM software.
- Maintain accurate records of technician routes, job notes, and parts/equipment used.
- Coordinate with the office team regarding billing, invoicing, and documentation.
Operational Support
- Assist with ordering parts or coordinating vendor services when required.
- Support emergency/after-hours dispatch rotation (if applicable).
- Ensure compliance with company safety protocols and security procedures.
Qualifications
- Experience in dispatching, scheduling, customer service, or office coordination (security or locksmith industry preferred but not required).
- Strong communication skills—clear, professional, and customer-focused.
- Ability to multitask in a fast-paced environment while maintaining accuracy.
- Proficiency with dispatching software, CRM systems, or scheduling tools.
- Problem-solving mindset with the ability to remain calm under pressure.
- Strong organizational and time-management abilities.
Preferred Skills
- Prior experience in locksmith, safe, alarm, or security services.
- Knowledge of geographic areas and routing best practices.
- Familiarity with access control, safe servicing, and physical security terminology.
Work Environment
- Office-based role with frequent communication with field technicians.
- May require occasional weekend or on-call shifts depending on company needs.
Why Join Us
- Stable and growing industry—security services are always in demand.
- Supportive team environment with opportunities to learn and grow.
- Valuable role ensuring the safety and security of homes and businesses in our community.