Full Time Dispatch Operator

Job Summary:

Dispatch Operators are responsible for answering phone calls for Pacific Security and directing callers to the proper personnel, as well as real-time monitoring of clock-ins/outs, site tours, addressing technical and operational issues, and maintaining high standards of quality control. This position plays a critical role in verifying site coverage, responding to emergencies, and ensuring compliance with company protocols and client expectations.

Essential Functions:

Amtelco

• Receiving and categorizing phone calls to Pacific Security through our Dispatch software. Routing calls to appropriate personnel when required. Callers may include:
  • Employees who are requesting assistance related to their time clock or site duties, providing information related to their attendance, have administrative questions or issues, etc.
  • Clients with requests related to their existing services.
  • People who wish to contract our security services.
  • People who are seeking employment with Pacific Security.
  • People who are not employees or clients with questions or complaints related to our services.

Celayix

• Perform routine functions related to employee requests for time clock management or attendance issues. Monitor email notifications of any missed clock-ins/outs in real-time.
  • Process missed clock in/outs
    • If the guard verified onsite, clock guard in or out, make note in employee file. If actual time at site deviates from schedule, make site open for unworked portion.
    • If guard unverified, open shift, make note in employee file, communicate to Operations team details of open shift.
  • Process call offs
    • Open shift, make note in employee file, communicate to Operations team details of open shift.
  • Troubleshoot technical app issues with guards.

Mobileo

• Monitor email notifications from system. Contact guards when tours are not being done and or buttons not being scanned.
  • Communicate to Operations when button or tour issues are identified.
• Respond to Emergency Alerts promptly.
• Unlock employee accounts as requested.

Other duties as assigned.

Minimum Qualifications:

• Ability to effectively communicate, both spoken and written
• Experience working with timekeeping, scheduling, and operations systems
• Thorough and detail-oriented with keen observation skills
• Ability to react calmly and professionally in emergency and high stress situations
• Sound judgement and decision-making skills

Education:

• High School diploma or equivalent.

Certificates, Licenses, Registrations:

• None

Work Environment: While performing the duties of this job, the employee is regularly exposed to office equipment such as computers, copy, and fax machines. The employee is rarely exposed to outside weather conditions. The noise level in the environment is usually moderate.

Physical Demands: While performing the duties of this job, the employee is regularly required to sit; use hands to finger, type or handle and reach with hands and arms. The employee is occasionally required to walk or stand. The employee is seldom required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds.

Mental Activities: While performing the duties of this job, the employee is regularly required to use critical thinking and decision-making skills. The employee is also required to use interpersonal and leadership skills.

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