CSR Dispatcher — Security solutions firm

QUALIFICATIONS

• A bachelor’s degree in Criminology or a related field is a plus
• At least 1 year of experience in a customer service representative role
• Preferred experience in fraud detection, financial services, or insurance industries
• Background in call dispatching and handling escalations, preferred but not required
• Experience in managing or responding to emergency situations
• Advantageous experience in:
  • Collections;
  • Surveillance;
  • Production; and
  • Customer service, particularly with crossover into criminology or security.

RESPONSIBILITIES

• Answer and document all incoming and outgoing calls promptly and professionally
• Maintain accurate and timely dispatch records and shift pass-down information
• Monitor patrol activity and checkpoints to ensure coverage, timely responses, and compliance with schedules
• Coordinate with on-duty patrol officers and supervisors to address missed assignments or urgent needs
• Track guard attendance, including late arrivals, call-offs, and missed check-ins; escalate issues as needed
• Act as the incident coordinator during emergencies, ensuring communication flows between officers, supervisors, and management
• Respond to client calls with professionalism and direct inquiries to the appropriate manager or department
• Support incident reporting by logging details and notifying the appropriate leadership
• Assist with scheduling updates and operational adjustments when staffing issues arise
• Follow up on equipment installations or security hardware checks to ensure accurate documentation