Position Overview

We are seeking a reliable, detail-oriented Dispatcher to coordinate field technicians and ensure timely response to customer service requests involving safes, locks, access control systems, and other security-related needs. The ideal candidate will be highly organized, calm under pressure, and able to manage multiple priorities while delivering excellent customer service.

Key Responsibilities

Dispatch & Scheduling

• Receive, prioritize, and schedule service calls for locksmiths and security technicians.
• Assign work orders based on technician availability, skill set, and proximity.
• Monitor job progress and adjust schedules as needed to meet service timelines.
• Communicate changes, delays, or urgent assignments to field staff in real time.

Customer Communication

• Answer inbound calls and respond to emails regarding lockouts, safe issues, repairs, and security concerns.
• Gather necessary information from customers to create accurate service tickets.
• Provide estimated arrival times and follow up on service completion and customer satisfaction.

Work Order & System Management

• Create, update, and close work orders in the company’s dispatch or CRM software.
• Maintain accurate records of technician routes, job notes, and parts/equipment used.
• Coordinate with the office team regarding billing, invoicing, and documentation.

Operational Support

• Assist with ordering parts or coordinating vendor services when required.
• Support emergency/after-hours dispatch rotation (if applicable).
• Ensure compliance with company safety protocols and security procedures.

Qualifications

• Experience in dispatching, scheduling, customer service, or office coordination (security or locksmith industry preferred but not required).
• Strong communication skills—clear, professional, and customer-focused.
• Ability to multitask in a fast-paced environment while maintaining accuracy.
• Proficiency with dispatching software, CRM systems, or scheduling tools.
• Problem-solving mindset with the ability to remain calm under pressure.
• Strong organizational and time-management abilities.

Preferred Skills

• Prior experience in locksmith, safe, alarm, or security services.
• Knowledge of geographic areas and routing best practices.
• Familiarity with access control, safe servicing, and physical security terminology.

Work Environment

• Office-based role with frequent communication with field technicians.
• May require occasional weekend or on-call shifts depending on company needs.

Why Join Us

• Stable and growing industry—security services are always in demand.
• Supportive team environment with opportunities to learn and grow.
• Valuable role ensuring the safety and security of homes and businesses in our community.