Service Dispatch Supervisor

Overview

Work with the best! Per Mar Security, an industry leader in providing integrated security solutions, is seeking hardworking, motivated people.

Established in 1953, Per Mar Security Services is the largest, family-owned, full-service security company in the Midwest with more than 2,600 team members, operating in 25 branch locations. The company provides full-service security solutions for homes and businesses, including security officer services, smart home automation, burglar and fire alarms, access control, security cameras, alarm monitoring, investigative services, and background checks.

Job Skills / Requirements

As the Service Dispatch Supervisor, you will oversee the daily operations of the Service Dispatch team and help ensure that customers, technicians, and internal teams have accurate and timely information.

Responsibilities include:

• Lead, coach, train, and support members of the Service Dispatch team.
• Monitor service ticket queues, call queues, and scheduled appointments to ensure work is handled promptly and consistently.
• Help dispatchers prioritize calls, communicate clearly, and follow established procedures.
• Step in directly with customers when issues need escalation, clarification, or additional follow-up.
• Schedule service calls and assign work to service technicians.
• Communicate professionally with customers and technicians regarding service call status, appointment changes, delays, and follow-up needs.
• Make sure service tickets and customer accounts are updated with clear, accurate notes.
• Help ensure customers are contacted promptly after service requests are created.
• Help ensure service appointments are scheduled quickly, and customers are kept informed if timelines change.
• Review open tickets to confirm proper follow-up and documentation.
• Listen to live and recorded calls for quality, coaching, and training purposes.
• Work closely with management to improve procedures, team performance, and customer experience.
• Assist with payroll review, PTO requests, scheduling coverage, and other supervisory responsibilities.
• Identify opportunities to refer customers to the appropriate Per Mar department when additional products or services may help them.

A successful Service Dispatch Supervisor will:

• Build a team that communicates clearly, follows through, and takes ownership.
• Keep service tickets moving and reduce confusion for customers, technicians, and internal teams.
• Coach team members in a direct but supportive way.
• Stay calm and organized when call volume, customer concerns, or scheduling issues increase.
• Set expectations, hold people accountable, and jump in when the team needs help.
• Create a consistent, professional experience for customers who need service.

Requirements:

• High school diploma or GED required.
• Two or more years of related experience in dispatch, scheduling, customer service, alarm monitoring, service operations, or a similar environment preferred.
• Previous team lead or supervisory experience preferred.
• Experience in the security, fire alarm, field service, HVAC, electrical, telecommunications, or similar service industry is helpful but not required.

Education Requirements (All)

High School Diploma/GED

Additional Information / Benefits

Benefits: Medical Insurance, Dental Insurance, Paid Vacation, Paid Holidays, 401K/403b Plan, Educational Assistance

This job reports to the Service Dispatch Supervisor

This is a Full-Time position 1st Shift.

Number of Openings for this position: 1

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