Dispatch/Customer Service

Job Title: Dispatcher / Customer Service Representative
Company: Kates Detective Agency
Location: Chicago, IL
Position Type: Full-Time
Level: Experienced
Pay Rate: $20.00/hour
Travel: None
Shift: EVENING and OVERNIGHT 3PM–11PM, 10PM–6AM, 11PM-7AM

Position Overview

Kates Detective Agency, a licensed and highly respected security firm in Chicago, is seeking an experienced and professional Dispatcher/Customer Service Representative. This role is critical in coordinating communication between security personnel, clients, and management to ensure timely and effective responses to security-related matters. The ideal candidate is highly organized, customer-focused, and capable of multitasking in a fast-paced environment.

Key Responsibilities

• Manage front desk operations with professionalism and strong customer service skills
• Answer and route incoming calls using proper business etiquette
• Dispatch and coordinate communication between security officers and clients
• Monitor officer shift activity, including clock-ins and clock-outs
• Respond promptly to requests from staff and upper management
• Document, evaluate, and report security and law enforcement-related incidents
• Maintain accurate logs, reports, and communication records
• Support field personnel with real-time updates and issue resolution
• Communicate job details, updates, and changes to field staff
• Provide customers with service updates, estimated arrival times, and follow-ups
• Resolve customer complaints or escalate issues when necessary
• Ensure high levels of customer satisfaction and professionalism at all times

Qualifications & Requirements

• Must be 21 years of age or older
• High School Diploma or GED (transcripts required)
• Minimum 2 years of dispatch experience (security or law enforcement preferred)
• Minimum 2 years of customer service experience
• Active PERC Card (Illinois)
• 20-Hour Unarmed Security Training Certificate
• Strong computer proficiency (Microsoft Outlook, Word, and Office Suite)
• Excellent verbal and written communication skills
• Ability to multitask and work in a fast-paced environment
• Professional demeanor with strong interpersonal skills
• Ability to work independently with minimal supervision
• Flexible schedule; must be able to work all shifts, including overtime if needed
• Stable work history

Preferred Qualifications

• Experience in logistics, transportation, HVAC, plumbing, or similar service industries
• Basic knowledge of scheduling or dispatch systems
• Ability to handle multiple calls and stay calm under pressure

Work Environment

• Office or call center setting
• May require evening, weekend, or on-call shifts based on business needs

Key Skills

• Strong customer service
• Good time management
• Clear communication and coordination
• Problem-solving ability
• Ability to work well with a team

Additional Requirements

• Must pass a background check
• Must pass a drug screening
• Must provide valid identification and work eligibility documents

Required Documents (When Applying)

• Active PERC Card (Expires 05/31/2027) (Printed from the IDFPR Website)
• 20-Hour Unarmed Certificate (Original or Full-page pdf.)
• Valid Photo ID (No digital copies)
• Social Security Card or Birth Certificate (No digital copies)
• High School Diploma, GED, or transcripts showing graduation date