Overview:
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. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact. We are in a hyper-growth phase, and this role is critical in driving forward our talent acquisition success.
The Dispatcher is responsible for coordinating and managing the schedules of field service technicians to ensure efficient and timely service delivery. This role involves receiving and processing service requests, assigning tasks to appropriate personnel, and monitoring the progress of field service activity to maintain high levels of customer satisfaction.
Responsibilities:
* In the company dispatch software, assign and schedule service technicians based on their skills, availability, and geographic location.
* Communicate with customers to provide schedule, and verify availability, accessibility, and local points of contact. This includes responding to incoming calls, emails, and electronic requests from customers.
* Track the status of ongoing service calls and ensure timely completion. Adjust schedules as needed to accommodate urgent requests or changes and to meet customer expectations.
* Reschedule and Reassign tickets as necessary and communicate with customers whose schedule may be affected.
* Escalate issues of scheduling conflicts to Service Management team.
* Monitor and resolve on-hold and open tickets. Ensure tickets are being closed properly and on a timely basis by the technicians.
* Work with Service Managers to triage service tickets to determine if additional information is needed to assist the technician or determine if the issue can be resolved without on-site response.
* Assist in managing/scheduling sub-contractor dispatches.
* Maintain clear and effective communication with customers, field service technicians, and internal teams.
* Accurately record service details, technician assignments, and customer interactions in the company's database or dispatch software.
* Ensure that service technicians have the necessary information to perform their tasks. Update the original service ticket when reassigning technicians to the same call.
* Ensure that work order entries are accurate, current, and complete.
* Coordinate meetings between Kastle technicians, customers, and other vendors, as needed.
* Communicate with other departments and management to resolve problems and expedite work.
* Close work orders in the dispatch software; log technician hours and parts used on jobs, change the billing status on jobs after consultation with internal teams. Generate productivity reports through the dispatch software.
* Offer suggestions on improvement within the service team. This includes using tools more effectively and adjusting processes/procedures.
* Assist in the implementation of goals and objectives; ensure adherence to department's policies and procedures.
Qualifications:
* High school diploma.
* 2-5 years of field service experience, knowledge of security products and equipment, technical IT, or a background in low voltage is helpful.
* Excellent organizational and multitasking abilities.
* Ability to interact with customers.
* Strong communication, listening, and interpersonal skills.
* Proficiency with dispatch software and other relevant computer applications.
* Ability to work under pressure and handle high-stress situations.
* Problem-solving skills, critical thinking, and attention to detail.
* Excellent attention to detail.
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