Service Dispatcher

Kastle Systems; Fremont (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading managed security provider is seeking a Service Dispatcher in Fremont, California. This client-facing role requires effective coordination of service requests to ensure timely responses to client needs. Candidates should have a high school diploma and at least two years of experience in customer service or project coordination. The ideal candidate will possess outstanding communication skills, a focus on customer service, and familiarity with security products. This role is key in maintaining relationships with clients and ensuring resolution of service issues efficiently.

Qualifications

• Two years of professional experience in customer service or project coordination.
• Previous field service experience or knowledge of security products is preferred.
• Familiarity with access control and video security is highly desired.

Responsibilities

• Process service requests from clients by phone and CRM.
• Ensure accuracy and completeness of work order entries.
• Communicate work requests to leads and technicians.
• Prioritize work orders based on severity and urgency.
• Establish and maintain relationships with key client representatives.

Skills

Outstanding communication skills

Knowledge of security products

Customer service orientation

Microsoft Office (Excel)

Education

High school diploma

Job description

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. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

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

Responsibilities

• Processes service requests from clients in assigned regions by phone and through the CRM.
• Ensures that work order entries are accurate, current, and complete
• Communicates work requests to leads and technicians
• Coordinates meetings between Kastle technicians and other vendors, as needed.
• Works with telecom vendors to verify communication outages.
• Captures relevant information and clarifies client needs
• Prioritizes work orders based on severity, urgency, and proximity to a technician
• Logs work order information in the CRM and AX.
• Closes work orders in CRM; reviews technician hours and parts used on jobs, changes the billing status on jobs after consultation with CS and/or I&S Director.
• 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

Qualifications

• 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.

Company Overview

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. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

Equal Opportunity Statement

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.