Service Dispatch Specialist I at Securitas Electronic Security in Gilbert, Arizona

Job Description:

Service Dispatch



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.


Some essential functions include:


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 is 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


Minimum Requirements to include:


High School Diploma required


Some college Preferred


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


Securitas offers comprehensive benefits including:


Opportunity for annual merit pay increases


Paid company training


Medical, Dental, Vision, and Life Insurance


Company Paid Short Term and Long-Term Disability


401K with 60% Match up to 6% of salary


Paid vacation, holiday and sick time


Educational Assistance


Exceptional growth opportunities


Wide variety of employee discounts on travel, equipment, and more!


We are a nationwide provider of security solutions, and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.