LOCKSMITH OPERATIONS MANAGER / SENIOR DISPATCHER

Lock Solutions is looking for an experienced Locksmith Operations Manager / Senior Dispatcher to take charge of the day-to-day operation of our locksmith company.

This is not an entry-level dispatcher position. We are looking for someone experienced, organized, responsible and capable of running a busy locksmith operation with minimal supervision.

Responsibilities

Answer incoming calls and provide excellent customer service

Schedule and dispatch locksmith technicians efficiently
Manage technicians throughout the day and keep jobs moving
Communicate with customers regarding scheduling, pricing, ETAs and job status
Handle commercial accounts and maintain strong client relationships
Create work orders, estimates and invoices
Review technicians’ completed jobs, notes, photos, labor and materials
Make sure completed jobs are properly invoiced
Process and track customer payments
Follow up on unpaid invoices and accounts receivable
Collect outstanding balances from commercial and residential customers
Maintain accurate billing and customer records
Track shop and technician inventory
Monitor key blanks, remotes, locks, hardware and other locksmith supplies
Reorder inventory and maintain appropriate stock levels
Track technician schedules, performance and productivity
Resolve customer complaints and technician issues professionally
Make sure technicians properly document every job
Maintain organized records of jobs, customers, payments and inventory
Help improve company procedures and overall efficiency
Report directly to the owner
Who We’re Looking For

We want someone who has real experience running or dispatching for a locksmith, security, access-control, garage-door, HVAC, plumbing or similar field-service company.

Locksmith industry experience is strongly preferred.

The ideal candidate:

Has several years of dispatching or service-management experience
Understands how field-service businesses operate
Is comfortable managing multiple technicians simultaneously
Has strong customer-service and telephone skills
Is experienced with invoicing, billing and collections
Understands accounts receivable and following up on unpaid invoices
Is comfortable handling money and processing payments
Has experience managing inventory
Is highly organized and detail-oriented
Can make decisions without constantly needing the owner’s approval
Can handle difficult customers professionally
Can hold technicians accountable while maintaining a good working relationship
Is comfortable using computers, dispatch software, email and spreadsheets
Works well under pressure in a fast-moving environment
Most Important

We are looking for someone who will take ownership of the operation.

The right person should be able to come into the office, see what needs to be done and handle it—from the first customer phone call through dispatch, job completion, invoicing and payment collection.

We want someone interested in becoming a long-term key member of our company, not someone simply looking to answer phones.

Full-time position

Competitive pay based on experience

Experienced locksmith dispatchers, service managers and operations managers are strongly encouraged to apply.