Job Description

Overview:

We are seeking an experienced Locksmith Company Dispatcher to join our team. The ideal candidate will have a proven track record of efficiently handling incoming calls, coordinating locksmith services, and delivering exceptional customer support. This role is critical in ensuring smooth operations, timely service dispatching, and high customer satisfaction for our locksmith business.

Responsibilities:

• Answer incoming calls from customers promptly and professionally, addressing inquiries, scheduling service appointments, and managing emergency lockout requests.
• Dispatch locksmith technicians to job locations based on availability, proximity, and urgency, optimizing response times and resource allocation.
• Provide accurate service quotes, explain locksmith procedures, and upsell relevant products or services when appropriate.
• Maintain detailed records of calls, appointments, and technician assignments using Workiz, our CRM software.
• Communicate effectively with technicians in the field to relay job details, updates, or customer-specific instructions.
• Handle customer complaints or escalations calmly, resolving issues or escalating to management as needed.
• Monitor and update job statuses in Workiz to ensure timely completion and customer follow-up.
• During downtime, assist with administrative tasks, such as invoicing or inventory tracking.

Qualifications:

• Minimum of 1-2 years of experience answering calls and dispatching services at a locksmith or similar service-based business.
• Strong knowledge of locksmith services, terminology, and common customer needs (e.g., lockouts, rekeying, key duplication).
• Excellent verbal and written communication skills, with a customer-first attitude.
• Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Experience with Workiz CRM or similar dispatching software preferred; willingness to learn Workiz required.
• Ability to remain calm under pressure, especially during emergency call situations.
• High school diploma or equivalent; additional training in customer service or office administration is a plus.
• Reliable, detail-oriented, and able to work independently or as part of a team.

Requirements:

• Must have prior experience in a locksmith call center or dispatching role.
• Proficiency in Microsoft Office (Word, Excel) and phone systems.

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