Client Services Dispatcher

Kastle is the premier provider of property technology (PropTech) solutions that protect commercial real estate, multi-family residential, global enterprises, educational institutions, and critical government facilities. 

The 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 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 Dispatcher is a client-facing resource: detail-oriented, accurate, courteous, organized, and focused on the customer. He/she builds and maintains good relationships with internal and external stakeholders in order to earn trust and find efficiencies within the organization.

• Processes service requests from clients in assigned regions by phone and through the CRM.
• Ensures that service order entries are accurate, current, and complete.
• Collaborates with Account Managers and CSRs to create actions plans for customer issues, and executes those through service orders and dispatch activities.
• Communicates work requests to leads and technicians, commonly through Kastle’s service dispatch portal
• Communicates directly with customer contacts to understand the problem, establish service dates, verify any prerequisite requirements are met prior to the service visit, and provide constant updates on schedule changes or progress during any service visit.
• Coordinates meetings between Kastle technicians and other vendors, as needed.
• In remote areas (e.g., Seattle), coordinates service activities with established Kastle service partners
• Performs basic troubleshooting to verify claims made in the service request and attempt to resolve the issue given the tools and resources available for any remote fixes that can be made.
• Captures relevant information and clarifies client needs, including service history notes of same or like issues.
• Prioritizes work orders based on severity, urgency, and proximity to a technician.
• Plans service dispatch in a logical manner to minimize drive time and cluster service orders as much as possible.
• Works with Inventory Lead to have parts/equipment/lifts necessary to complete a service order ready prior to service dispatch.
• Reviews checkout notes from Service Technicians to evaluate any needs to revisit the customer site to complete the job.
• Logs work order information in the CRM.
• 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
• Provide Client Service Representative support for local account teams to expedite resolution to customer requests:
  • Performs Card Administration, Work Order creation as well as follow Data Updates, Report Requests, and various other requests for information or actions
  • Validates completion of all requests and provides acknowledgement of completion to customers
  • Maintains awareness of customer needs and forwards notifications of opportunities for account growth or enhancements to services offered to the Account Manager, Sales, or Business Development support

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

At Kastle, we believe that diversity makes us stronger - at work and in the world.  Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer that does not discriminate against any employee or applicant because of race, creed, color, religion, national origin, gender, sexual orientation, gender identity/expression, disability, age, genetic information, veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.