Dispatcher Jobs

Company: Off Duty Services, INC., a Protos Company

Title: Dispatcher

Location: Katy, TX

Reports to: Operations Manager

Company Overview

Off Duty Services, Inc.,(ODS) a Protos Company -- Katy, TX, is a nationwide security services provider and has an immediate need to fill a position of a Dispatcher. ODS has been in business for 20 years and offers a wide variety of services, including security guards, off duty police, remote monitoring and more.

Responsibilities

Intake:

• Resolve applicable officer, customer, and internal inquiries per defined processes and guidelines while overcoming certain obstacles within the conversation.
• Use multiple systems and online tools to complete tasks.
• Must demonstrate excellent customer service skills, both written and verbal.
• Collaborate positively with Operations Schedulers and other Departments.
• Manage multiple logistic tasks/ accounts simultaneously.
• Assist with setting proper expectations with internal and external customers about their request(s) or issue(s) that need to be resolved.
• Address incoming online, email and phone requests and inquiries.
• Manage relationships with customers, law enforcement personnel and subcontractors.
• Must be available for on-call 3-4 nights a month & 5-6 weekends a year (based on a rotating schedule).
• Work with officers, coordinators and law enforcement agency contacts relating to officer issues or complaints.
• Performs other related duties as assigned.
• Manage, update and edit proprietary scheduling software for customer requests and officer information.
• Collect required and optional data, with an emphasis on accuracy and completeness of the information.

Fulfillment

• Schedule assignments with law enforcement personnel to service customer sites throughout the United States and Canada.
• Relay and record law enforcement personnel assignment accurately.
• Prepare reports and spreadsheets detailing upcoming, ongoing, and recently completed assignments.
• Thoroughly research the internal system to identify suitable law enforcement personnel to fulfill requested assignments.
• Track tasks to ensure assignments are completed in timely manner.
• Interact with customers and field operations staff via phone, email, and fax to ensure quality customer service.
• Manage multiple logistics accounts / tasks simultaneously.
• Manage relationships with customers & law enforcement personnel.
• Manage and schedule assignments effectively based on request and availability of law enforcement personnel.

Required Skills

• Adapts to shifts in priorities and urgencies
• Ability to manage and prioritize multiple assignments and deadlines at the same time
• Excellent verbal and written communications skills
• Process client orders in an accurate and timely manner
• Identify and assess clients’ needs to achieve satisfaction
• Process-oriented; quality-oriented thought process and execution
• Provide accurate, valid and complete information to internal and external personnel
• Strong attention to detail
• Proactively follow-up & follow through with assignment request until completed
• Provide excellent assignment scheduling and customer service skills
• Continued communication with customers to provide status updates
• Effectively manage large amounts of incoming calls and emails
• Assumes responsibility & accountability for assignments and tasks
• Strong organizational and decision-making skills and detail-oriented work ethic
• Follow communication procedures, guidelines and policies
• Comfortability talking with customers on the phone while multi-tasking within multiple systems to collect accurate data and information.
• Manages time; focuses on urgent and important tasks; avoids procrastination; follows up; shows strong attention to detail; meets deadlines

Compensation & Benefits

• Paid Time Off (vacation, sick time & holidays)
• 401k retirement plan with company matching
• Health Insurance/Life Insurance/STD/LTD Benefits
• $18-$21 per hour
• Professional fast-paced work environment with casual attire

Minimum Qualifications

• 2-3 years’ experience working in an office environment
• H.S Diploma or GED
• Able to pass background, drug screen, & employment verification
• 5 years of working experience

Job Type: Full-time

Work Schedule

• Friday - Tuesday, 8am to 5pm (1 hour lunch)

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.

Off Duty Services, Inc., A Protos Company is an equal opportunity employer and encourages all qualified candidates to apply.

PI211724022