Dispatcher

About us

Security Lock & Key is a second generation family owned locksmith and electronic security company, we are currently seeking to hire an experienced dispatcher.

Job Title: Locksmith Dispatcher

Job Summary: As a Locksmith Dispatcher, you will play a crucial role in coordinating the activities of locksmith technicians to ensure efficient and timely response to customer needs. Your primary responsibility will be to receive service requests, assess the urgency and nature of each call, and dispatch the appropriate locksmith technician to the location. You will serve as the liaison between customers and locksmiths, maintaining clear communication channels to guarantee customer satisfaction and resolve any issues that may arise during the service process.

Responsibilities:

• Receive Service Requests: Answer incoming calls from customers requesting locksmith services, gather necessary information, and document details accurately in the dispatch system.
• Assess Urgency and Nature of Calls: Determine the urgency and nature of each service request to prioritize dispatching and ensure appropriate response times.
• Dispatch Locksmith Technicians: Assign locksmith technicians to service calls based on location, availability, expertise, and workload, ensuring efficient allocation of resources.
• Coordinate Service Logistics: Provide locksmith technicians with relevant information regarding service locations, customer requirements, and any special instructions.
• Monitor Progress: Maintain communication with locksmith technicians to track their progress, address any issues or delays, and provide support as needed to ensure timely completion of service calls.
• Handle Customer Inquiries: Address customer inquiries, provide updates on service status, and resolve any concerns or complaints in a professional and courteous manner.
• Maintain Records: Keep detailed records of service requests, dispatch activities, and customer interactions for reporting and analysis purposes.
• Ensure Compliance: Adhere to company policies, procedures, and safety regulations to ensure the efficient and safe operation of dispatch activities.
• Provide Administrative Support: Assist with administrative tasks such as scheduling appointments, processing payments, and maintaining inventory records as needed.
• Continuous Improvement: Identify opportunities for process improvement and efficiency enhancements within the dispatch system and communicate suggestions to management.

Requirements:

• Excellent Communication Skills: Ability to communicate effectively with customers, locksmith technicians, and other team members in a clear, concise, and professional manner.
• Strong Organizational Skills: Ability to prioritize tasks, manage multiple service requests simultaneously, and maintain attention to detail in a fast-paced environment.
• Problem-Solving Abilities: Capacity to quickly assess situations, identify issues, and implement effective solutions to ensure customer satisfaction.
• Knowledge of Locksmith Services: Basic understanding of locksmith services, terminology, and common issues is preferred, although on-the-job training may be provided.
• Technical Proficiency: Familiarity with computerized dispatch systems, GPS technology, and other relevant software applications is advantageous.
• Customer Service Orientation: Commitment to providing exceptional customer service and creating positive experiences for customers throughout the service process.

Education and Experience:

• High school diploma or equivalent required.
• Previous experience in customer service, dispatching, or a related field is preferred.
• Familiarity with locksmith services or related industries is a plus.
• Additional training or certification in dispatching or customer service may be beneficial.

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties and responsibilities may be subject to change based on business needs and at the discretion of management.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to Commute:

• Roanoke, VA 24014 (Required)

Work Location: In person