Dispatch Coordinator - Military veterans preferred

Kastle Systems


Dispatch Coordinator

US-VA-Falls Church

Job ID: 2025-4535
# of Openings: 1
Category: Service & Installation
Kastle - Falls Church

Overview

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact. We are in a hyper-growth phase, and this role is critical in driving forward our talent acquisition success.

The Service Coordinator is responsible for triaging service tickets, coordinating with customer service to confirm site readiness, and adjusting schedules to meet urgent or changing customer needs. The coordinator ensures technicians are equipped with accurate job details, maintains clear communication across internal teams and customers, and supports subcontractor dispatches. Additionally, they assist in closing work orders, logging technician hours and parts, and contribute to continuous improvement initiatives within the service department.

• Work in the company dispatch software, assist in assigning and scheduling service technicians based on their skills, availability, and geographic location.
• Communicate with customer service team to provide schedule, and verify availability, accessibility, and local points of contact. This includes responding to incoming calls, emails, and electronic requests.
• Adjust schedules as needed to accommodate urgent requests or changes and to meet customer expectations.
• Triage service tickets to determine if additional information is needed to assist the technician or determine if the issue can be resolved without on-site response. Take actions to close service tickets when on-site responses are unnecessary.
• Assist in managing/scheduling sub-contractor dispatches.
• Maintain clear and effective communication with customers, field service technicians, and internal teams.
• Accurately record service details, technician assignments, and customer interactions in the company’s database or dispatch software.
• Ensure that service technicians have the necessary information to perform their tasks. Update the original service ticket when reassigning technicians to the same call.
• Communicate with other departments and management to resolve problems and expedite work.
• Assist in closing work orders in the dispatch software; logging technician hours and parts used on jobs, and changing the billing status on jobs after consultation with internal teams.
• Offer suggestions on improvement within the service team. This includes using tools more effectively and adjusting processes/procedures.
• Assist in the implementation of goals and objectives; ensure adherence to the department’s policies and procedures.

• High school diploma.
• Technical IT, or a background in low voltage is helpful.
• Excellent organizational and multitasking abilities.
• Proficiency with Microsoft platforms, CRM, and Power BI strongly desired.
• Ability to interact with customers.
• Strong communication, listening, and interpersonal skills.
• Ability to work under pressure and handle high-stress situations.
• Problem-solving skills, critical thinking, and attention to detail.

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