Client Facing Dispatcher (Service)

Department Service Operations

Reports To Alex Martin, Service Director

Location Doral, Florida (on-site required)

Schedule Full-time, Monday – Friday

Salary Range $50,000 - $65,000 annually, based on experience

ABOUT WORLDWIDE SAFE & VAULT

Worldwide Safe & Vault is a premier provider of hard security safe and vault solutions, serving an elite client base that includes some of the highest-end luxury brands in the world — national jewelry chains, luxury retailers, bullion dealers, financial institutions, and high-net-worth individuals across the United States. Our reputation is built on precision, discretion, and exceptional service. We are growing and formalizing our operations to support continued expansion — and we're looking for the right person to be a key part of that journey.

THE ROLE

The Client Facing Dispatcher is the operational backbone of our service department and the first voice our clients hear when they need help. You will manage inbound service requests from clients across the country, match each job to the right technician in the right market, and ensure every interaction reflects the professionalism and precision that Worldwide Safe & Vault is known for.

This is a high-responsibility, client-facing role that requires someone who is calm under pressure, excellent on the phone, and capable of thinking on their feet. You will work alongside our Service Director and a close-knit operations team in our Doral, Florida headquarters, representing us to some of the most demanding and prestigious clients in the country.

KEY RESPONSIBILITIES

Client & Service Request Management

•   Receive and log all inbound service calls, emails, and portal requests from clients nationwide

•   Professionally represent Worldwide Safe & Vault on every interaction — tone, language, and responsiveness must reflect the expectations of the highest-end luxury brands in the world

•   Build rapport with repeat clients and national account representatives, becoming a trusted point of contact

•   Set clear expectations with clients on scheduling, technician arrival, and job timelines

•   Follow up on open jobs to confirm completion and client satisfaction

Technical Troubleshooting & Job Assessment

•   Conduct initial phone-based troubleshooting with clients to diagnose safe and lock issues before dispatching a technician

•   Identify the nature, complexity, and urgency of each service request to ensure correct technician skill-matching

•   Understand the difference between service types including lockouts, combinations changes, lock repairs, electronic keypad failures, relocations, and installations

•   Escalate complex technical situations to the Service Director when on-site expertise is required

Technician Dispatch & Nationwide Scheduling

•   Maintain and grow a national network of vetted third-party technicians across all major U.S. markets

•   Match each job to the appropriate local technician based on skill set, proximity, availability, and cost

•   Communicate job details clearly to technicians and confirm acceptance, scheduling, and completion

•   Track all active jobs in Service Fusion and maintain accurate status updates in real time

•   Coordinate scheduling across multiple time zones while maintaining service SLAs

Administration & Documentation

•   Accurately enter all job details, client notes, and technician assignments into Service Fusion

•   Document service outcomes, parts used, and any follow-up required

•   Flag billing items and job completion to the Service Director for invoicing

•   Maintain organized records of client history, technician performance, and recurring issues

QUALIFICATIONS

Required

•   2 years of experience in a service coordination, dispatch, freight, logistics, or customer service role

•   Exceptional verbal and written communication skills — you will represent us to luxury brand clients

•   Strong scheduling and organizational skills; ability to manage multiple open jobs simultaneously

•   Comfortable with technology: CRM or field service software (Service Fusion, ServiceChannel, or similar a plus)

•   Calm, professional, and solutions-oriented under pressure

•   Reliable self-starter who can work independently and take ownership of their responsibilities

Preferred

•   Knowledge of safes, vaults, locks, or physical security products — safe and lock knowledge can absolutely be learned on the job; we are looking for the right instincts and will invest in training the right person

•   Experience dispatching or coordinating for a locksmith or physical security company — the closest direct analog, with immediate familiarity with lock types, service call dynamics, and technician skill-matching

•   Background in HVAC, elevator, fire suppression, or other trade services dispatch — these industries share the same high-pressure profile: expensive mechanical equipment, commercial clients, licensed technicians in the field, and clients who need answers now

•   Experience at or supporting a luxury retail or jewelry operation — someone who has worked in operations or client services for a high-end retail brand will already understand the tone, expectations, and communication standards our clients require

•   Background with alarm, access control, or commercial security integrators (ADT, Brinks, Tyco, or similar) — vault-adjacent equipment, multi-market technician networks, and demanding commercial accounts

•   Commercial property management or facilities coordination experience — coordinating trades across multiple sites builds the same dispatch instincts and vendor management skills this role demands

•   Experience managing a network of subcontractors or field technicians across multiple geographies

•   Bilingual (English / Spanish) is a plus given our South Florida base

WHAT SUCCESS LOOKS LIKE

In your first 90 days, you will have mastered our service intake process, built working relationships with a portion of our national technician network, and become the go-to point of contact for our your book of our service clients. You will know the difference between a Group 2 combination lock and a biometric keypad, you will understand what each client expects, and you will take pride in running a tight, professional operation that never lets a client fall through the cracks.

COMPENSATION & BENEFITS

•   Base salary: $50,000 - $65,000 depending on experience

•   Health benefits

•   Paid time off (2 weeks annually)

•   A growing company where your contributions are visible and valued

•   Opportunity to advance as the business scales

HOW TO APPLY

Send your resume and a brief note about your relevant experience to jonathan@worldwidesafevault.com. Please include the subject line: Client Facing Service Coordinator / Dispatcher — [Your Name]. Candidates who take the time to personalize their application will stand out.