Job description

Company: Protos Security
Location: Daleville, VA
Job Title: Dispatch Lead

Position Overview & Responsibilities: Protos Security (Single Source Security, LLC) is seeking a Dispatch Lead to join its team. The Dispatch Lead will report directly to a Dispatch Supervisor and will be the first point of contact for clients, officers, and service partners, as well as addressing service requests and incident tracking, ensuring that both internal and external customers receive a level of service that exceeds their expectations. The Dispatch Lead is responsible for collecting and reviewing data, initiating and executing requests, reviewing submissions for completeness of information, and addressing incidents. Our work environment is fast paced, positive, and stresses results oriented internal growth.

Core Responsibilities:

• Address incoming email and phone requests and inquiries

• Collect required and optional data, with an emphasis on accuracy and completeness of information

• Execute client service requests against a repeatable, standard process

• Log and potentially address incidents reported by officers, vendors, or clients

• Provide excellent customer service to internal and external customers

• Resolve applicable officer, customer, service partner, and internal inquires per defined processes and guidelines while overcoming certain obstacles within the conversation

• Assist with setting proper expectations with internal and external customers about their request(s) or issue(s) that need to be resolved

• Be comfortable over the phone talking with customers while multi-tasking within our systems to collect accurate data and information, executing requests using requirements, multiple data sources, and systems

• Provide guidance and subject matter expertise to Intake Agents and other coworkers

• Provide continuous improvement feedback and suggestions to management

• Use multiple systems and online tools to complete tasks

• Work with vendors and partners to address officer issues

• Additional duties as assigned by management

Education, Skills, & Experience:

• Excellent written and verbal communication skills

• Advanced knowledge of basic Microsoft Office applications and ability to learn new proprietary software

• Strong problem-solving and analytical skills

• Excellent prioritization and time management skills, strong collaborative and leadership skills

• Process driven, detailed oriented, and highly organized

• Strong organizational and planning skills

• Excellent time management skills and ability to multi-task and prioritize work

• More than three years in a service-focused role

• High School Diploma or equivalent required

Travel: Not required

Position Type: Full-time or Part-time, Non-Exempt

Shift: 1st, 2nd, or 3rd; weekdays and/or weekends

Function: Operations

Compensation: Compensation includes base salary and a discretionary, performance based year-end bonus. Protos Security offers a competitive benefits package including medical, dental, vision, disability, 401(k), PTO, etc.

Relocation: No relocation packages or reimbursements are available for this position.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Protos Security (Single Source Security, LLC) is an equal opportunity employer and encourages all qualified candidates to apply.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Daleville, VA 24083: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dispatching: 1 year (Preferred)

Work Location: One location

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