Nationals Security Dispatcher

Overview

Elite Investigations embarked on its mission over 40 years ago, aiming to deliver outstanding security services to clients across various sectors. From the very beginning, we have maintained the core belief that attracting and retaining top-tier personnel is essential for securing and satisfying our esteemed clientele. Our commitment to excellence in recruitment means we continually seek out the most skilled and dedicated professionals in the security field.

Over the years, we have built a reputation for reliability and quality, serving a diverse range of clients, including corporations, private businesses, and individuals who require meticulous attention to their security needs. Our team is marked by a strong dedication to customer service, ensuring that we not only meet but exceed our clients’ expectations.

We invite passionate and driven individuals who are interested in pursuing a fulfilling career in the security industry to apply. At Elite Investigations, you will have the opportunity to work alongside experts in the field and contribute to a company that values professionalism, integrity, and innovation in all aspects of security service provision.

Job Details

The National Accounts Dispatcher plays a critical role in the Nationals Division, acting as the first point of contact for security service requests, vendor coordination, and real-time scheduling updates. This position is responsible for client and vendor communications, customer service, accurate documentation, and call routing. The Dispatcher ensures that security services are efficiently scheduled, monitored, and documented while maintaining excellent communication with Certified Network Partners (CNPs), clients, and internal teams.

Key Responsibilities

1. Client & Vendor Communications

• Serve as the primary point of contact for incoming calls and emails related to security service requests, scheduling changes, and vendor inquiries.

• Communicate service confirmations, schedule modifications, and coverage updates to clients and vendors.

• Address urgent client concerns by coordinating quick resolutions with security vendors.

1. Customer Service & Call Routing

• Ensure prompt and professional responses to inquiries, maintaining a high standard of customer service.

• Follow established escalation procedures for unresolved service issues.

1. Documentation & Reporting

• Maintain a detailed dispatch log, ensuring all calls, emails, and service modifications are properly recorded.

• Generate and distribute daily service reports to the National Accounts team

1. Operational Support & Coordination

• Work closely with National Accounts Coordinators and Directors to ensure smooth service execution.

• Support seasonal high-volume security projects (e.g., Black Friday, Special Service Events, and Holiday's)

Qualifications & Requirements:

• Prior experience in security industry dispatching or operations coordination is highly preferred.

• Strong knowledge of security vendor management and compliance requirements.

• Excellent verbal and written communication skills, with a customer-focused mindset.

• Ability to work in a fast-paced environment, handling multiple priorities simultaneously.

• Strong problem-solving and decision-making abilities, with a focus on rapid issue resolution.

• Experience working in a 24/7 dispatching environment is a plus.

Software Proficiency:

Must be proficient in the following software tools:

• Microsoft Office 365 Suite (Excel, Word, Outlook, SharePoint, Teams) – For documentation, reporting, and internal communication.

• WinTeam (Scheduling & Job Management Software) – For managing, updating, and tracking security schedules and assignments.

• Lighthouse (Guard Reporting Application) – For reviewing and verifying security officer activity reports and compliance.

• Telephone & Call Routing Systems – For handling and directing incoming client and vendor calls.

Key Competencies:

• Detail-Oriented & Accuracy-Focused – Ensures schedules, vendor confirmations, and client requests are handled correctly.

• Customer Service Excellence – Provides professional, courteous, and efficient client interactions.

• Time Management & Prioritization – Handles multiple tasks and urgent requests with precision.

• Problem-Solving & Initiative – Identifies and resolves service gaps and scheduling issues.

• Strong Communication & Coordination – Effectively interacts with vendors, clients, and internal teams.

Work Environment & Travel:

• Office-based with a requirement for on-call availability as needed.

• Minimal travel required.