PURPOSE
Under frequent general supervision from the Service Supervisor and Vice President of Operations, this individual will be responsible for the proper and timely dispatching of service technicians for JMG Security Systems. This position is responsible for a basic understanding of alarm systems, arming, disarming and functionality of alarm systems. This position is responsible for learning proper installation techniques and quality standards which may assist in resolving customer issues without having to dispatch a technician to the client’s location. The Dispatcher is the liaison between JMG Security Systems and the customer and is responsible for providing customer care which exceeds the customers’ expectations and meets the company Values and Mission statements.
ROLE AND RESPONSIBILITIES
Coordinate our technician's work routes via email and phone.
Facilitate communication between our client companies, customers, and our technicians.
Help resolve customer conflicts over the telephone.
Schedule and complete service tickets
Communicate well with technicians to create organized workflow and eliminate errors.
Enter information into our database and perform simple administrative functions.
Track and organize installer and technician paperwork.
Provide administrative support such as preparing reports and other duties as assigned.
Accurately completes timecards.
Maintain a professional appearance at all times.
Interface and assist all JMG team members with technical information necessary to improve service to our customers.
Ensure customer satisfaction by providing complete and accurate information to the customer on all service requests to a customer’s site.
Performs daily routines and reports as required by management.
Communicates scheduling issues with the Service Manager
Be reliable and team oriented.
Be very detail oriented and organized.
Be able to work in a fast-paced, multi-tasking environment.
Present a pleasant, professional phone image.
Have strong verbal and written communication skills.
Have exceptional interpersonal skills.
Prior dispatch experience a plus.
Have solid Customer Service Experience
QUALIFICATIONS AND EDUCATION REQUIREMENTS
Education - High School diploma or equivalent.
Previous Experience - A minimum of one year of customer service experience.
Certificates, Licenses, Registrations - Must have, or be able to pass current Alarm Company Employee registration requirements as issued through California Bureau of Security and Investigative Services
REQUIRED SKILLS
Special Skills and/or Desirable Qualifications - Must be an effective communicator of project status. Must be able to work with a variety of people of all skill levels to ensure the timely completion of the project. Must be capable of learning and using the appropriate software and electronic tools provided by JMG to competently install all assigned projects. Candidate must be capable of working during times of high workloads.
Language Skills - Strong written and verbal communication skills a must. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be able to effectively deal with all problems arising from the installation. Effective negotiation and good analytical skills. Good time management, organizational and multitasking skills. Ability to plan each day while adapting to constant interruptions. Ability to treat employees with respect at all times.
Math Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute percents and to interpret bar graphs.
Computer Skills - Working knowledge of Windows Operating System, Microsoft Office, including Word, Excel, Access, and Outlook.
Physical Demands - While performing the duties of this job, the employee is regularly/frequently required to sit at a desk for extended periods of time while performing basic computer/office functions. The employee is regularly/frequently required to use hands to finger, handle or feel objects, push or pull objects, equipment or controls and talk or hear. The noise level in the work environment is usually medium to moderate.
Monday through Friday
8 hour shift
JMG is a growing company in need of exceptional people who thrive on success and reward. If this is you, please apply through our Career page on our website
www.jmgsecurity.com/careers
JMG is proud to be an Equal Opportunity Employer - Corporate office is located in Fountain Valley, California.