Customer Service Specialist - Day Shift

Calvis Inc.; Austin (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Calvis Inc. is seeking a detail‑oriented Customer Service/Dispatch professional for the Austin day shift. You will manage live shift coverage, confirm guard commitments, and coordinate replacements to keep every shift on track.

You will be the first line of support for guards and agencies, resolving clock‑in/app issues and guiding site access. In this busy role, you’ll log incidents for Account Managers and help maintain a reliable, rapid response workflow.

Qualifications

• Customer service or dispatch background in a fast-paced environment.
• Strong attention to detail with accuracy in real‑time data.

Responsibilities

• Run confirmation calls for tomorrow's unconfirmed shifts and today’s at‑risk ones.
• Monitor on‑site check-ins and verify events before they impact clients.
• Source replacements quickly when shifts fail to show up or are canceled.
• Escalate for backup when a guard is late or unavailable near start time.
• Assist guards and agencies with clock‑in app issues and site access guidance.
• Document incidents and outcomes for client reporting and scorecards.

Skills

Customer service

Dispatch experience

Attention to detail

Claude Code experience

Job description

About Calvis

Calvis is an AI-native physical security marketplace. Traditional security never learns: guards miss events, patrol routes stay static, and customers find out whether a shift went right only after it's over. We fix that by uniting many licensed security agencies into one intelligent network, then wrapping every shift in an AI Copilot and a 24/7 human Overwatch team. The result: a security operation that gets smarter with every shift, trusted by businesses across warehousing, distribution, manufacturing, retail, and events.

The Overwatch Customer Service team is how we keep that promise. You are the human guarantee behind every shift, and the first responder the moment one goes sideways. This is our Austin day-shift seat on that team.

Schedule

Day shift, weekdays, on-site in Austin.

What you'll own: four things, end to end

• The board: live coverage status for every active and upcoming shift. You make sure guards show up on time and know exactly what to do.
• Confirmation: every assigned-but-unconfirmed guard chased to a hard commitment before their shift. You work the call sheet by phone and text until the board is green.
• The save: no-shows, cancellations, and on-site problems. You source a replacement in minutes, not hours, working agency contacts directly.
• The line: first voice on the Calvis phone and SMS lines for guards and agencies: confirmations, directions, clock-in rescues, and timesheet fixes.

What you\'ll do

• Run confirmation call-downs on tomorrow's unconfirmed shifts and today's at-risk ones: call the agency, call the guard, get a verbal commitment, and update the board
• Watch check-ins in real time and verify what's actually happening on-site before it becomes a client problem
• Fill drops fast: when a guard cancels or no-shows, work the bench of agencies and guards to place a substitute
• Escalate for backup activation when a confirmed guard goes silent close to start time
• Be the guard and agency help line: walk people through clock-in app errors, posting instructions, and site-access issues so a software glitch never turns into a missed shift
• Close the loop internally: log every incident and outcome so Account Managers can speak to clients with facts, and chronic agency failures land on the agency scorecard

What we\'re looking for

• Highly organized, with an always-learning attitude
• Customer service or dispatch experience
• Strong attention to detail in a fast-paced environment
• Experience with Claude Code