Customer Service Dispatcher

Job Description

Pay: $19.00 - $26.00 per hour

Job Type: Full-Time

Location:

In-person - Baltimore, MD

Advanced Security Safe and Lock is a fast‑paced and customer‑focused provider of locksmithing, access control systems, commercial door installation, door repair, and security camera solutions. We serve both residential and commercial clients, delivering high‑quality service with a strong commitment to reliability and professionalism.

We are seeking an experienced and highly skilled Customer Service Representative / Dispatcher to join our operations team. This role requires someone who excels at coordinating field technicians, diagnosing customer issues over the phone, upselling services, and de‑escalating customer concerns.

The ideal candidate has experience working with service technicians, understands the dynamics of a field‑service environment, and can confidently handle communication with both team members and management. This position offers the opportunity to lead the dispatch team and support our Operations Managers in delivering exceptional service.

• Answer high‑volume incoming calls with professionalism, empathy, and accuracy.
• Diagnose customer service issues over the phone to assign the correct technician type (Locksmith, Access Control Tech, Door Tech, CCTV Tech, etc.).
• Upsell services and present solutions based on customer needs.
• Schedule, assign, and dispatch field technicians based on specialty, availability, and geographic location.
• Communicate with technicians throughout the day to ensure timely service and efficiency.
• Work with various technician personalities and support a positive team environment.
• De‑escalate customer complaints and resolve issues proactively.
• Maintain detailed notes, work orders, and customer records in the CRM.
• Coordinate with Operations Managers to improve workflow, communication, and customer satisfaction.
• Assist with administrative and operations tasks as needed.

• Experience as a dispatcher, customer service representative, service coordinator, or call center agent in a field‑service industry.
• Background working with locksmiths, access control technicians, security camera installers, or door hardware technicians is strongly preferred.
• Strong ability to assess customer issues and match them to the right technician.
• Excellent communication, multitasking, and conflict‑resolution skills.
• Ability to remain calm under pressure in a fast‑paced environment.
• Experience with scheduling software, dispatch software, or CRM tools.
• Leadership skills and the ability to guide dispatch team members.
• Professional, reliable, and highly organized.

• Competitive hourly pay ($19.00 - $26.00 per hour, based on experience).
• PTO, paid holidays, and benefits package.
• Health, Dental, and Vision insurance.
• Employee discounts on services.
• Opportunities for growth, leadership, and ongoing training.
• Supportive and team‑oriented work environment.

* Customer Service Dispatcher, Dispatch Coordinator, Field Service Dispatcher, Locksmith Dispatcher, Service Coordinator, Access Control Dispatcher, CCTV Service Dispatcher, Door Technician Dispatcher, Field Technician Scheduler, Customer Service Specialist, Service Operations, Security Industry Dispatcher*

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