Service Dispatch Specialist I

Securitas Technology Corporation•Bloomington, MN

15d

About The Position

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 technician’s schedules, providing them with their assignments throughout the day, working with them to assess urgent tickets that come in, and making adjustments to ETA’s as necessary. Additionally you will be required to accommodate any work-related request from your supervisor or manager.

Requirements

High School Diploma required
Minimum of 1-3 years’ work experience in customer service or a call center environment
Ability to accurately type 40 + words a minute
Good multitasking and prioritization skills
The ability to follow written and verbal instructions
Ability to perform duties with a high degree of urgency and accuracy
Good interpersonal communication and organizational skills
A positive attitude and continuous improvement
Interface with customers
Function well within a team environment
Microsoft Word and Excel skills
Flexible schedule

Nice To Haves

Some college Preferred

Responsibilities

Take incoming customer calls
Schedule and coordinate service calls
Create dispatch tickets for service calls
Dispatch service technicians to their calls
Debrief service technicians after completion of each call
Update the system with the technicians on call and time off schedules
Respond to all email and incoming messages from numerous mailboxes
Maintain the dispatch board/schedule.
Forecast workload for 2–3 days out
Contact customers with a “parts pending “ status as parts are received for calls
Participate in daily conference calls with DSM’s (District Service Manager), where you will escalate SLA and technician availability concerns
Perform on-the-job training as needed
Provide technician support regarding ticket information, directions, promised scheduled times, parts needed or any other pertinent information
Acknowledge all new and update existing tickets