Customer Service Representative (Dispatch Focused) Heritage Lock

This role is primarily responsible for dispatching and coordinating daily service operations while also delivering a strong customer experience. You will manage technician schedules, assign jobs, and ensure service calls are completed efficiently and on time. As the first point of contact for many customers, you will also handle inbound calls, scheduling, and general support. 

This is a fast paced, operations driven role that requires strong organization, communication, and problem-solving skills. 

Additional responsibilities may be assigned based on business needs. These tasks will align with the employee’s job scope and capabilities. 

This position is subject to background checks, which require fingerprinting. 

Dispatch & Scheduling (Primary Focus) 

• Assign and dispatch jobs to technicians based on location, availability, and skill set  

• Manage and adjust technician schedules throughout the day  

• Coordinate same day and emergency service requests  

• Monitor job progress and ensure timely completion  

• Communicate with technicians and customers regarding updates, delays, and changes  

• Solve scheduling conflicts and service issues in real time  

Customer Service & Support 

• Answer inbound calls, emails, and customer inquiries  

• Schedule service calls and provide accurate information on services  

• Assist customers with job status, questions, and follow-ups  

• Maintain professional, helpful, and solution-oriented experiences  

• Strong multitasking and organizational skills  

• Ability to stay calm and make decisions in a fast-paced environment  

• Clear and professional communication  

• Customer focused mindset with a team-oriented approach 

• Authorized to work in the United States

• Ability to pass a background check

Heritage Lock & Heritage Security has been serving the Emerald Coast since 1973, providing trusted locksmith and security solutions for residential, commercial, and government clients. We take pride in being a locally owned and operated company known for reliability, professionalism, and strong customer service.