Service Dispatch Specialist I

Securitas Technology Corporation•Bloomington, MN

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. Service Call Intake’s is responsible for processing inbound phone calls from all service lines. Phone calls consist of reviewing alarm history, placing systems in/out of test, process/update service tickets, routing calls to different departments and/or operators, process emails, and dispatching afterhours emergency service tickets. This position regularly interacts with customers and internal representatives. The Service Call Intake Specialist Schedule may vary based on Operational Needed Current Available Times: 6:30am-3:00pm CST with Tuesday and Wednesday off 8:00am-4:30pm CST with Saturday and Sunday off 1:30am-10:00pm CST with Saturday and Sunday off Duties and Responsibilities will vary based on your Tiers and or schedule shift: • Adhere to established sequences, policies, and procedures. • Interact with customers and internal reps in a positive, professional, and efficient manner. • Prioritize customers over lower priority tasks. • Process inbound phone calls to continuously meet department goals. • Process service tickets and review service instructions to ensure tickets are entered with accurate scope of work and follow any special requirements. • Update service tickets as necessary with notes documented in the ticket. • Find and research a customer’s service and or alarm history. • Ensure important commitments are fulfilled and deadlines are met. • Express commitments to satisfactorily resolve and/or escalate customer issues. • Process emails in the Service shared inboxes • Dispatch after-hours emergency service tickets to on call tech. • Complete miscellaneous tasks assigned by Service leadership.

Requirements

Excellent attendance record.
Excellent written and verbal communication skills, including strong telephone skills.
Strong computer keyboarding skills; the ability to type while speaking on the telephone.
Excellent Customer Service skills: able to diffuse tension, listen, empathize, and work to set & meet expectations towards solving customer issues in a calm fashion.

Responsibilities

Adhere to established sequences, policies, and procedures.
Interact with customers and internal reps in a positive, professional, and efficient manner.
Prioritize customers over lower priority tasks.
Process inbound phone calls to continuously meet department goals.
Process service tickets and review service instructions to ensure tickets are entered with accurate scope of work and follow any special requirements.
Update service tickets as necessary with notes documented in the ticket.
Find and research a customer’s service and or alarm history.
Ensure important commitments are fulfilled and deadlines are met.
Express commitments to satisfactorily resolve and/or escalate customer issues.
Process emails in the Service shared inboxes
Dispatch after-hours emergency service tickets to on call tech.
Complete miscellaneous tasks assigned by Service leadership.