CSR - Dispatcher (Client Support Rep)

Job Description

Job Description

About the Role 

We are seeking a Client Support Dispatcher to coordinate technician schedules, prioritize service requests, and ensure work is dispatched accurately and efficiently. This role is well suited for someone who takes pride in disciplined scheduling, methodical decision-making, and delivering steady, high-quality coordination across a fast-paced service environment. The Dispatcher helps ensure the right technician is assigned to the right job at the right time while representing the company professionally in every client and technician interaction. This role is fully cross-trained with the Client Support Coordinator and provides coverage for client support and administrative functions when the Coordinator is unavailable. 

Core Responsibilities 

• Schedule service calls, installations, inspections, and project work using the CRM platform 

• Assign technicians based on geography, skill set, availability, and job priority 

• Monitor daily schedules and proactively resolve conflicts, delays, and resource issues 

• Maintain real-time communication with technicians and clients regarding schedule changes and job status 

• Prioritize urgent service requests while balancing future workload and backlog 

• Track open service tickets and ensure timely completion and documentation 

• Ensure work orders are accurate, complete, and dispatched with the information technicians need 

• Coordinate with Operations, Sales, Accounting, and Leadership to support company goals and workflow 

• Support alarm service coordination, technician follow-up, and job close-out activities 

• Communicate clearly with clients regarding scheduling, arrival windows, and updates 

• Follow all company policies, dispatching standards, and documentation requirements 

• Provide backup coverage for client support coordination responsibilities when the Coordinator is unavailable 

Required Skills & Abilities 

• Strong dispatching, scheduling, or coordination experience in a service-based environment 

• Excellent problem-solving, decision-making, and prioritization skills 

• Strong organizational abilities and consistent attention to detail 

• Ability to manage multiple priorities simultaneously while maintaining accuracy 

• Clear communication skills and a professional customer-facing presence 

• Ability to remain calm and focused under pressure and shifting priorities 

• Ability to follow established procedures, workflows, and documentation standards 

• Technical aptitude and willingness to learn security and low-voltage systems 

• Dependable follow-through and consistent attention to accuracy, quality, and deadlines 

Other Requirements 

• 2+ years of experience in dispatching, scheduling, or field service coordination preferred 

• Security, construction, or field service industry experience is a plus 

• Experience using CRM or scheduling software (ServiceTitan or similar) preferred 

• Must pass a background check 

• Ability to work a full-time in-office schedule with reliable attendance 

• Ability to sit, stand, and work at a computer for extended periods 

• Ability to lift up to 25 lbs as needed for office and equipment support tasks 

• Cross-training in client support and administrative coordination functions is required 
• This is an in-office position, no remote work
• Must be available Monday thru Friday during business hours (7:30am - 3:30pm) with no restrictions

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