Service Desk Dispatcher

Job Description

Job Description

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to provide peace of mind to their communities.

As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in multi-family communities.

We are seeking a highly organized and customer-centric Service Desk Dispatcher to join our rapidly growing Service Department. This pivotal role serves as the central point of contact, orchestrating seamless communication and coordination among clients, field technicians, subcontractors, and internal office staff nationwide. The ideal candidate will possess exceptional communication skills, a confident demeanor, and a proactive approach to managing service operations, including subcontractor recruitment, initial image scans, and comprehensive administrative support to ensure the efficient and effective delivery of our video surveillance solutions.

Essential Job Functions:

• Service Coordination & Scheduling:
  • Coordinate the scheduling of all service calls with field technicians and subcontractors efficiently and effectively.
  • Conduct daily outreach to field technicians, subcontractors, and clients for scheduled service appointments, follow-ups, and appointment confirmations.
  • Monitor field technician activities and ensure prompt, effective responsiveness from internal staff while technicians are on client sites.

• Subcontractor Management:
  • Source and qualify new subcontractors, facilitating their complete onboarding process.

• Ticket Management & Prioritization:
  • Manage and delegate new service tickets to the appropriate team members, ensuring timely assignment and resolution.
  • Knowledgeably prioritize incoming calls and service tickets based on urgency, impact, and established protocols.
  • Escalate complex or persistent problems to higher-level technicians as needed.

• Documentation & Data Entry:
  • Perform accurate data entry into the ticketing system to meticulously track calls, update tickets, and maintain client information.

• Proactive Monitoring & Collaboration:
  • Complete daily image scans as needed, creating new service tickets based on identified issues or requirements.
  • Collaborate effectively with other internal departments regarding client issues, creating necessary tickets and ensuring cross-functional alignment.

Qualifications & Skills:

• Experience & Technical Aptitude:
  • Experience with a comparable IP phone system (e.g., Nextiva) is a plus.
  • Proficiency with Google Workspace.
  • Familiarity with scheduling software or CRM systems is beneficial.

• Work Ethic & Autonomy:
  • Ability to work independently with minimal supervision, demonstrating initiative and accountability.
  • Strong ability to manage multiple assignments and competing priorities effectively within a day.
  • Excellent time management, planning, and forward-thinking skills.
  • Self-motivated with a positive and professional attitude.

• Communication & Interpersonal:
  • Excellent verbal and active listening skills, with the ability to communicate confidently and clearly.
  • Strong team-building, customer service, and interpersonal skills, capable of fostering positive relationships with diverse stakeholders.