Disptach

Locksmith Dispatch Specialist
Position Type: Full-Time / Shift-Based
Operating Hours: 9:00 AM – 11:00 PM EST (Shift schedules arranged within this window)
Location: Remote / Office
About the Role
We are seeking a sharp, highly organized, and detail-oriented Locksmith Dispatch Specialist to manage our day-to-day field operations. In this role, you will act as the operational command center—matching customer service requests with qualified field technicians, monitoring real-time job progress, handling customer communications, and managing accurate financial closing records.
The ideal candidate thrives in a fast-paced environment, communicates clearly, and takes pride in airtight tracking and reporting.
Key Responsibilities
1. Technical Dispatch & Route Coordination
Review incoming emergency and scheduled service requests across automotive, residential, and commercial sectors (e.g., lockouts, car keys, rekeys, safe openings).
Assess technician skill sets, current availability, and geographic proximity to dispatch jobs to the optimal technician.
Transmit comprehensive job dispatch tickets containing customer profiles, location details, problem descriptions, and special instructions.
Enforce rapid technician response times and reassign calls promptly if confirmation windows are missed.
2. Live Job Tracking & Customer Support
Track active work orders from initial dispatch to completion (En Route, Arrived, In Progress, Completed, Rescheduled, or Canceled).
Follow up consistently with field technicians to maintain up-to-the-minute job statuses.
Step in to troubleshoot communication bottlenecks: reach out directly to customers who are unreachable by the field technician.
Manage the appointment calendar, scheduling future bookings and issuing timely dispatch reminders.
3. Data Entry, Financial Auditing & Closing
Maintain the master operational spreadsheet in real time, recording all job timestamps, status updates, and customer notes.
Review technician closing reports upon job completion, verifying collected amounts, payment methods, parts expenses, and job notes.
Accurately calculate commission splits, parts deductions, and net payouts based on established company structures.
Escalate job completions and key operational metrics to designated regional managers.
4. Weekly Reconciliation & Reporting
Compile individual technician summary reports at the close of each week (tracking assigned vs. completed jobs, gross revenue, parts cost, and net payouts).
Generate master company performance reports summarizing weekly call volume, service-type breakdowns, and company margins.
Requirements & Qualifications
Experience: 1–2+ years of experience in dispatch, logistics coordination, or high-volume customer service (prior experience in locksmith, roadside assistance, towing, or field trades dispatch is a strong plus).
Speed & Focus: Exceptional multi-tasking skills with the ability to maintain composure, prioritize urgent calls, and make rapid routing decisions.
Spreadsheet Proficiency: Strong working knowledge of Google Sheets / Microsoft Excel (data entry, basic formulas, filtering, and reconciliation).
Communication: Excellent written and verbal communication skills; professional, firm, and supportive when liaising with both technicians and customers.
Basic Math Skills: Comfort calculating invoice totals, percentage splits, and expense deductions accurately.
Tech Setup (if remote): Reliable high-speed internet, a dedicated quiet workspace, and a modern computer capable of managing multiple browser tabs and VoIP phone systems simultaneously.
Candidate Verification Checklist
Before submitting or publishing this posting, ensure the following parameters are confirmed:
Define shift lengths (e.g., 8-hour staggered shifts covering the 9:00 AM – 11:00 PM EST operating window).
Establish starting hourly base pay or performance incentive structure.
Confirm the application intake method (direct email , job portal link, or form submission).