Service Dispatcher

Overview

Since 1933,
Acme Lock & Door has served the tri-state with commercial locksmithing, doors and frames, storefront/glass systems, and electronic access control. We design, install, and service everything from locks and hardware to complete door packages, storefronts, and networked access systems. With a reputation built on quality craftsmanship and exceptional customer service, we are dedicated to securing our customers’ spaces while delivering reliable and innovative solutions.

Our team of skilled technicians are passionate about their work and take pride in maintaining the highest standards of safety and professionalism.

We are hiring for a Service Dispatcher to drive efficiency, organization and discipline, while meeting high customer expectations, both internally and externally. You will work daily with the Customer Success team, technicians and project coordinators, to promote efficient utilization and meet company Key Performance Indicators related to technician idle time, job queues and call metrics.

This is an in-office position located in Cincinnati, OH, with a schedule of Monday to Friday, 8am to 4:30pm (or something similar).

• Dispatch locksmith technicians, as well as ensure daily flow and tagging, using Service Titan
• Organizes and oversees the schedules, routes, and work of technicians
• Communicates expectations, timelines and job requirements to technicians; as well as set up additional appointments based on technician feedback
• Listen to customer concerns with the goal of identifying the causes of the problem
• Work with Management and technicians to schedule time for servicing vehicles
• Support the End of Day call procedures, ensuring that completed dispatched calls are correctly closed-out and invoiced within 48hrs.

• 2+ years of experience in dispatch and customer service (preferably in a fast-paced, tech enabled environment), experience with dispatch systems a plus
• Strong communication and problem solving skills - calm under pressure and solution-oriented, effectively engages with all levels of the organization
• Excellent multitasking and superior organizational skills
• Positive attitude, and a passion for delivering great customer experiences
• Ability to effectively present information to customers
• Ability to motivate and maintain a high level of enthusiasm among the team
• Ability to prioritize a large list of items to meet deadlines and goals of the team and customers

Please note that the duties, responsibilities, and requirements listed above are not all inclusive of potential requirements for all assignments covered under this job description.

• Competitive Compensation: We offer an hourly pay of $20-28, dependent upon experience.
• Perks: We provide a company laptop and phone.
• Healthcare Coverage: We provide a range of healthcare options, including medical, dental, and vision insurance, to keep you and your family healthy and covered.
• Retirement Planning: A 401(k) plan with competitive match to help you plan for your future and achieve long-term financial security.
• Paid Time Off: We believe in work-life balance. Enjoy generous paid time off and holidays to recharge.
• Professional Development
  :
  We encourage continuous learning and growth. Access to training programs and opportunities for career advancement are available.
• Employee Assistance Program (EAP):
  Access confidential counseling and support services for personal or professional challenges.
• Job Type: Full-time
• Work Location: Cincinnati, OH 45232

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and hear. The employee frequently is required to use hands or fingers;

handle or feel objects, tools, or controls. The employee is frequently required to stand; walk; sit; and reach with hands and arms. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

The employee must be able to sit at a desk and utilize a computer for extended periods of time.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.