Securitas Electronic Security Inc
Service Dispatch - Customer Service
Securitas Electronic Security Inc, Savage, Minnesota, United States, 55378
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 callsSchedule and coordinate service callsCreate dispatch tickets for service callsDispatch service technicians to their callsDebrief service technicians after completion of each callUpdate the system with the technicians on call and time off schedulesRespond to all email and incoming messages from numerous mailboxesMaintain the dispatch board/schedule.Forecast workload for 23 days outContact customers with a parts pending status as parts are received for callsParticipate in daily conference calls with DSMs (District Service Manager), where you will escalate SLA and technician availability concernsPerform on-the-job training as neededProvide technician support regarding ticket information, directions, promised scheduled times, parts needed or any other pertinent informationAcknowledge all new and update existing ticketsMinimum Requirements to include:High School Diploma requiredSome college PreferredMinimum of 1-3 years work experience in customer service or a call center environmentAbility to accurately type 40 + words a minuteGood multitasking and prioritization skillsThe ability to follow written and verbal instructionsAbility to perform duties with a high degree of urgency and accuracyGood interpersonal communication and organizational skillsA positive attitude and continuous improvementInterface with customersFunction well within a team environmentMicrosoft Word and Excel skillsFlexible scheduleSecuritas offers comprehensive benefits including:Opportunity for annual merit pay increasesPaid company trainingMedical, Dental, Vision, and Life InsuranceCompany Paid Short Term and Long-Term Disability401K with 60% Match up to 6% of salaryPaid vacation, holiday and sick timeEducational AssistanceExceptional growth opportunitiesWide 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.
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 callsSchedule and coordinate service callsCreate dispatch tickets for service callsDispatch service technicians to their callsDebrief service technicians after completion of each callUpdate the system with the technicians on call and time off schedulesRespond to all email and incoming messages from numerous mailboxesMaintain the dispatch board/schedule.Forecast workload for 23 days outContact customers with a parts pending status as parts are received for callsParticipate in daily conference calls with DSMs (District Service Manager), where you will escalate SLA and technician availability concernsPerform on-the-job training as neededProvide technician support regarding ticket information, directions, promised scheduled times, parts needed or any other pertinent informationAcknowledge all new and update existing ticketsMinimum Requirements to include:High School Diploma requiredSome college PreferredMinimum of 1-3 years work experience in customer service or a call center environmentAbility to accurately type 40 + words a minuteGood multitasking and prioritization skillsThe ability to follow written and verbal instructionsAbility to perform duties with a high degree of urgency and accuracyGood interpersonal communication and organizational skillsA positive attitude and continuous improvementInterface with customersFunction well within a team environmentMicrosoft Word and Excel skillsFlexible scheduleSecuritas offers comprehensive benefits including:Opportunity for annual merit pay increasesPaid company trainingMedical, Dental, Vision, and Life InsuranceCompany Paid Short Term and Long-Term Disability401K with 60% Match up to 6% of salaryPaid vacation, holiday and sick timeEducational AssistanceExceptional growth opportunitiesWide 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.