Service Dispatcher

Kastle Systems • Fremont, CA

3d

About The Position

Join the leader in providing smarter solutions for a safer world.
The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.
The Service Dispatcher role on the Client Services (CS) team serves as the primary liaison between the CS team, the field service technicians, and the customer in order to resolve on-site issues in a professional and efficient manner. The Service Dispatcher coordinates and prioritizes activities of Service Representatives and Service technicians to provide the most timely and efficient response to system malfunctions. Problems are often technical in nature; this position requires someone that can interpret the problem, navigate multiple systems and stakeholders to troubleshoot that problem, document the issue, and coordinate with the appropriate service delivery group, all while working under tight deadlines. The Service Dispatcher is client-facing resource: detail-oriented, accurate, courteous, organized, and focused on the customer. They build and maintain good relationships with internal and external stakeholders in order to earn trust and find efficiencies within the organization.

Requirements

• High school diploma.
• Previous field service experience or knowledge of security products and equipment.
• Two (2) years of professional experience in a customer service or project coordination role, prior service dispatch experience is strongly preferred.
• Outstanding communication skills, strong understanding of writing for documentation and technical resources.
• Familiar with the Microsoft Office suite of tools, especially Excel
• Desire to provide excellent customer service.

Nice To Haves

• Knowledge and experience in access control, video security, Internet technologies, and/or the ability to communicate the value of technology solutions is highly desired.

Responsibilities

• Processes service requests from clients in assigned regions by phone and through the CRM.
• Ensures that work order entries are accurate, current, and complete
• Communicates work requests to leads and technicians
• Coordinates meetings between Kastle technicians and other vendors, as needed.
• Works with telecom vendors to verify communication outages.
• Captures relevant information and clarifies client needs
• Prioritizes work orders based on severity, urgency, and proximity to a technician
• Logs work order information in the CRM and AX.
• Closes work orders in CRM; reviews technician hours and parts used on jobs, changes the billing status on jobs after consultation with CS and/or I&S Director.
• Ensures accountability, control, and security of all assigned property
• Establishes and maintains enduring and lasting relationships with key client representatives via daily contact and communication

What This Job Offers

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