Service Dispatcher

Allegion • Lakewood, CO

56d • $25 - $29 • Onsite

About The Position

Allegion is a company dedicated to safety and security, with over 40 brands and a global presence. They have been recognized for their exceptional workplace culture and employee engagement. Stanley Access Technologies, a part of Allegion, is a leader in automatic doors and is experiencing significant growth in its service business. They are seeking energetic, detail-oriented individuals to join their team as Service Dispatchers. This role is crucial to the business, reporting to the Branch Manager, and requires individuals who are focused on execution, meeting commitments, and exceeding customer expectations.

Requirements

• A valid state driver’s license, without restrictions, is required for this position.
• 1+ year of customer service or dispatching experience.
• High School Diploma or GED.

Nice To Haves

• Associate degree.
• 2+ years of service management/call center/field service experience desirable.
• 2+ years field service experience.
• Skills or experience with personal computers, including electronic E-mail, personal scheduling, word processing and electronic spreadsheet skills (MS Office).
• Excellent written and verbal communication skills required.
• Self-motivated, requires minimal supervision.
• Knowledge of security hardware industry required.
• Time management and organizational skills required.
• Customer service orientated.
• Ability to handle multiple priorities.
• Proven knowledge of team development preferred.
• Ability to work in a deadline driven environment.

Responsibilities

• Receive incoming telephone calls, assess and dispatch service calls.
• Provide feedback to the call center for call loading improvements and customer concerns.
• Provide field team with parts support to help minimize return trips.
• Assist the field team with call overloads and direction.
• Prioritize and determine the best available technician to complete a job.
• Maintain the quality, quantity, and timeliness of dispatch to meet customer needs, questions, or problems.
• Ensure proper communication with the customer to gather all pertinent information for service calls.
• Consistently follow up with customers to ensure completion and satisfaction.
• Track all service calls and provide service call reporting and metrics to management.
• Maintain service call logs and service manuals.
• Perform monthly technician’s rides to better understand team support requirements and business needs.
• Promote the sale and implementation of service agreements to customers.
• Coordinate with National Accounts service dispatch.
• Provide administrative/back-up assistance to the Service Supervisor.
• Perform duties and responsibilities as described in the quality system.
• Perform work according to the Field Operations Policy and Procedures Manual.
• Perform other assignments as directed by the manager in support of service operations.
• Work with the Installation Coordinator on manpower sharing opportunities to increase productivity.

Benefits

• Health, dental and vision insurance coverage
• 401K plan, offering a 6% company match and no vesting period
• Tuition Reimbursement
• Generous Vacation and Sick Time
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED