Dispatch Coordinator - Reduction

Vector Security and Vector Security Networks Career•Gainesville, VA

About The Position

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as our new Dispatch Coordinator - Reduction! We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members. Location: Gainesville, VA Summary: As a Dispatch Reduction Coordinator , you will monitor and maintain dispatch activity and reporting to identify trending issues and reduce false alarms for program customers, process false alarm fines, and provide permits and fines reporting as requested.

Requirements

High School Degree or equivalent .
1 - 2 Years Industry Experience : Knowledge of alarm systems monitoring or event history, general alarm devices and uses.
Problem Solving Skills and Attention to Detail : Investigate false alarm causes, identify trends of those causes and suggest solutions to the customer and internal teams.
Self-Motivated: Ability to make independent decisions and manage own workload. Ability to identify and present process improvement opportunities to add value for our customers.
Customer Service Experience: Ability to interact with customers (internal and external) and provide efficient services.

Responsibilities

Dispatch Activity Maintenance : Retrieve data from VSN Dispatch Info Center and InSite to create cases for each site based on the dispatch events and determine cause, resolution, and disposition of each event. Notify customer when service is required after dispatch event to resolve. Follow up as appropriate to verify the status of the PO or service work order. Update service notes and monitor the signal history of the location to ensure that no further false alarms have been generated. Investigate in MASterMind the details of the false alarm signals, including outcome of the dispatch. Summarize and track dispatch events and resolution in D365, categorizing cases according to established guidelines. Pull periodic reports from D365 based on customer requests.
Process Alarm Permits: Receive new alarm permits requests, determine the site-by-site need for a burg alarm system permit based on local jurisdictional requirements. Contact individual jurisdictions to verify the processing of the permit, receiving and logging confirmation data. Update SharePoint, D365, and MASterMind with the permit information and update the project team with the permit status. Receive permit confirmations in physical or electronic form, scan documents, and send originals to customer’s store location for local filing. Monitor due dates and process permit renewals requests from customers or from local jurisdictions and ensure the data is one file in D365 and MASterMind. Process billing in D365 and MASterMind for admin fees and/or permit costs based on the plan. Monitor due dates and provide periodic updates for jurisdictional databases as required for contact lists and permit-holder information. Process permit cancellations as needed due to store closure or relocation.
Process False Alarm Fines: Receive physical and electronic invoices scan as appropriate. Verify that PD dispatch occurred per the invoice. Contact the local jurisdiction to verify that the dispatch occurred to verify accuracy of billing. Process the fines by creating a quote in D365 and process action billing via MASterMind.