ABOUT DAVE'S LOCK AND KEY
We've been part of this community for 70 years, and new ownership over the past three years has brought a positive new chapter. We have a strong reputation, loyal customers, and a small crew of six people who genuinely enjoy working together. We treat customers like neighbors, and we're the shop people call when they need something handled right.
WHY THIS ROLE
This is a central role in how the business runs each day. You will be the main point of contact for incoming phone calls and leads, turning customer requests into well-organized jobs and helping technicians move through the day with the information, direction, and support they need.
This is not a traditional front-desk or walk-in customer service position. The focus is on phone-based customer service, dispatch, job setup, workforce coordination, accounts receivable follow-through, and billing accuracy. You will connect the customer, the schedule, the field team, and the office so details do not fall through the cracks.
The right person is calm under pressure, highly organized, comfortable making decisions, and confident communicating with both customers and technicians. You should enjoy solving problems, keeping multiple moving pieces aligned, and taking ownership of processes from the first call through final payment.
WHAT YOU'D OWN DAY-TO-DAY
- Answer incoming calls and respond to new leads with friendly, solutions-oriented customer service
- Gather the right information from customers, identify urgency and service needs, and determine the appropriate next step
- Set up jobs accurately in the system, including customer details, scope, location, access notes, scheduling information, and technician instructions
- Schedule and dispatch technicians based on job priority, location, skill set, availability, and workload
- Direct the field workforce throughout the day, communicating schedule changes, urgent requests, customer updates, and job details
- Monitor active jobs and follow up with technicians or customers when information, approvals, or next steps are needed
- Keep customers informed about scheduling, arrival windows, job status, delays, and follow-up work
- Support the accounts receivable process by sending invoices, tracking outstanding balances, following up on payments, and escalating issues when needed
- Audit completed jobs, invoices, and billing details to confirm all labor, materials, trip charges, after-hours fees, and other billable items have been captured
- Identify missing information or potential underbilling before invoices are finalized
- Maintain accurate customer and job records so the team has a reliable source of truth
- Help improve dispatch, billing, and customer communication processes as the business grows
WHAT SUCCESS LOOKS LIKE
- Incoming calls and leads are handled promptly and professionally
- Jobs are set up correctly the first time, with clear details for the assigned technician
- Technicians know where they are going, what they are doing, and what comes next
- Customers receive timely, clear communication throughout the service process
- Invoices are accurate, complete, and reflect the full value of the work performed
- Outstanding receivables are consistently followed up on
- The owner and technicians spend less time fixing scheduling, communication, and billing issues
MUST-HAVES
- Strong phone-based customer service and communication skills
- Excellent organization and attention to detail
- Ability to prioritize and redirect work as new information or urgent jobs come in
- Confidence giving clear direction and following up with field technicians
- Comfort working with scheduling, customer records, invoicing, and accounts receivable
- Good judgment and the ability to stay calm when customers are stressed or schedules change
- Comfort with computers, email, web-based systems, Word, Excel, and Square, or the ability to learn new software quickly
- Solid spelling, grammar, and basic math skills
- Reliable, accountable, and willing to take ownership rather than wait to be told every next step
- Ability to pass a criminal background check due to the security-sensitive nature of the business
NICE-TO-HAVES
- Previous dispatch, service coordination, scheduling, or office management experience
- Experience with accounts receivable, invoicing, or billing review
- Experience in a small business, home services, construction, or trades environment
SCHEDULE
Full-time, Monday-Friday. Exact daily hours will be discussed during the interview process.
COMPENSATION
Starting at $21-$28 per hour
BENEFITS
- Paid time off and paid federal holidays
- Paid lunch
- Uniforms provided
- Friendly, low-drama team
- A meaningful role in a stable local business with the opportunity to improve systems and grow responsibility
This is a security-sensitive workplace. Background check required.
Pay: $21.00 - $28.00 per hour
Work Location: In person
