Triage and Dispatch Coordinator

Company Description

Pay Tel Communications, Inc. is a long-established provider of telecommunications services to confinement facilities, having expanded from regional payphone operations in 1986 to nationwide inmate telephone services. Through its CenturionITS™ platform, Pay Tel delivers innovative technology solutions with seamless integration to leading investigative tools, supporting jail staff, inmates, and their families. The company is driven by a mission to provide value-added services and secure, reliable communication options to the confinement industry.

Pay Tel’s culture is grounded in honesty, integrity, and performance, reflected in its motto, “Promises get customers…performance keeps them.” Team members join a company committed to positive relationships and strong service for a diverse customer base.

The Triage and Dispatch Coordinator is a full-time, on-site role based in the Greensboro–Winston-Salem–High Point area. This position is responsible for receiving, prioritizing, and assigning service requests to appropriate technical and support teams to ensure timely resolution. Day-to-day tasks include monitoring incoming tickets and calls, performing accurate data entry into internal systems, and tracking the status of open work orders. The coordinator communicates with jail staff, internal departments, and other stakeholders to clarify issues, provide updates, and escalates urgent matters as needed.

The role also involves maintaining detailed records, following established procedures, and supporting continuous improvements to dispatch and triage processes.

• Candidates should possess strong dispatching skills, including prioritizing requests and coordinating resources efficiently.
• Candidates should possess excellent communication skills to interact clearly and professionally with internal teams and external customers.
• Candidates should possess customer service abilities, with a focus on responsiveness, problem-solving, and maintaining a professional demeanor.
• Candidates should possess skilled multi-tasker capabilities to manage multiple calls, tickets, and tasks in a fast-paced environment.
• Candidates should possess accurate data entry skills, including attention to detail and proficiency with digital systems and basic office software.
• Additional beneficial qualifications include prior experience in dispatch, call center, or operations support roles; familiarity with telecommunications or correctional facility environments; strong organizational and time management skills; and a high school diploma or equivalent (postsecondary education or certifications are a plus).

Since 1986, Pay Tel has been providing communication services and innovative technology to confinement facilities across the United States. Today, we deliver secure communication and technology solutions designed to support safer, more efficient facilities and better communities.

But what we do goes beyond technology.

As a 100% employee-owned company
, we’re committed to serving those impacted by incarceration, our clients, and our communities in a way that honors our mission.

We’re a team of employee-owners who believe in taking ownership, finding solutions, serving others, and doing meaningful work that improves lives.