Service Operations Center (SOC) Operator

Service Operations Center Operator
Technical Service Dispatch & Coordination
Elite Contracting Group, Inc.
Compensation: $25–$28 per hour
Schedule: Rotating shifts

Position Summary:
Elite Contracting Group is seeking a highly organized and dependable Service Operations Center (SOC) Operator to coordinate service requests, dispatch field technicians, communicate with customers and manage service work orders from initial request through resolution.
Our SOC supports customers operating electronic security, video surveillance, access control and related systems. Operators work directly with customers, technicians, vendors and internal departments to ensure service requests are accurately documented, properly prioritized, promptly assigned and actively managed.
This is primarily a service coordination and dispatch position, not an IT helpdesk or security monitoring position. Previous experience in electronic security is helpful but not required. Candidates with backgrounds in commercial, electrical, telecommunications, equipment maintenance, technical field service or similar service-dispatch environments are encouraged to apply.

Key Responsibilities:
Service Coordination and Dispatch:

• Receive, document and prioritize incoming service requests and technician communications.
• Schedule and dispatch technicians based on customer needs, service priorities, technician availability and contractual response requirements.
• Coordinate return visits, follow-up appointments, materials requirements and outstanding service activities.
• Monitor open work orders, identify delays and escalate issues requiring management attention.
• Maintain continuity of service activity and communicate outstanding priorities between shifts.

• Serve as a primary point of contact for customers requesting service.
• Provide timely, accurate and professional updates regarding service status, technician scheduling and outstanding issues.
• Coordinate with field technicians, vendors and internal personnel to resolve scheduling and service-related concerns.
• Escalate urgent customer issues and service delays promptly.

• Create, update and maintain accurate service tickets and work orders.
• Document technician findings, materials requirements, follow-up actions and service status.
• Verify that work orders contain complete and accurate information before closure.
• Support materials requests, purchasing coordination, quality reviews and service invoicing.
• Follow established procedures and customer service agreement requirements.

• Gather relevant information about reported equipment or system problems.
• Perform basic troubleshooting using established procedures and approved remote tools.
• Identify when issues require field service, IT support, manufacturer assistance or management escalation.
• Develop familiarity with electronic security, CCTV, access control, networking and related technologies.

• Experience in field service dispatch, service coordination, technical customer support or a comparable service operations role.
• Strong organizational skills and ability to manage multiple active requests and competing priorities.
• Excellent verbal and written communication skills.
• Demonstrated ability to maintain accurate records, follow procedures and track unresolved issues.
• Proficiency with Microsoft Office, including Outlook and Excel.
• Experience using work-order, ticketing, dispatch, CRM or service-management software.
• Ability to exercise sound judgment when prioritizing requests and escalating problems.
• Ability to work rotating shifts and maintain reliable attendance.

• Experience dispatching technicians in commercial HVAC, electrical, telecommunications, equipment maintenance, electronic security or related field-service industries.
• Familiarity with service-level agreements, response commitments and emergency service coordination.
• Experience supporting materials procurement, service billing or work-order quality control.
• Familiarity with electronic security systems, CCTV, access control or basic computer networking.
• Experience with enterprise service-management systems, including IBM Maximo or comparable platforms.

• Must be available to work assigned rotating shifts.
• Must satisfy applicable background-screening requirements.
• Ability to work at a computer for extended periods and perform occasional standing, walking and bending.

Elite Contracting Group ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964. If you need more information or special assistance for persons with disabilities or limited English proficiency, contact Human Resources.

Elite Contracting Group is an Equal Opportunity Employer and maintains a drug-free workplace by both policy and practice. Applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, national origin, age, marital or veteran status, or the presence of a non-job-related medical condition. Elite Contracting Group’s employment and personnel practices conform to all applicable federal, state and local laws and regulations regarding non-discrimination. While the Company is committed to following this principle in every facet of employment, all employees share in the responsibility to promote and foster a favorable work environment.

*Elite Contracting Group does not offer relocation on any of our positions