Keys Representative - Hybrid - Indianapolis, IN

Summary/Objective

The Key Representative is responsible for coordinating and managing the dispatching of locksmith services through our vendors or third-party vendors.  This role requires excellent organizational skills, effective communication, and the ability to handle multiple tasks simultaneously.  The Key representative ensures timely and efficient service delivery to customers, and resources to maximize productivity and customer satisfaction.

Essential Functions

Coordinate Key Operations:

• Receive and process customer requests for key services.
• Serve as the main liaison between the organization and its assigned clients/Vendors
• Monitor the status of ongoing jobs and adjust schedules as needed to ensure timely completion.
• Identify client needs and ensure timely resolution of issues or concerns.
• Build, maintain, and strengthen long-term relationships with key vendors. 
• Maintain accurate records of ordered, cut, or pending keys including details of services keys ordered, date of completion, and customer interactions.

Customer Service:

• Respond promptly and professionally to customer inquiries and service requests via phone, email, or other communication channels.
• Provide customers with accurate information regarding service availability, estimated arrival times, and any delays or issues.
• Handle customer complaints and resolve issues in a courteous and efficient manner.

Collaboration and Communication:

• Communicate effectively with locksmiths, transporters, and other team members to coordinate service delivery.
• Provide clear instructions and support to field personnel to ensure successful job completion.
• Collaborate with the management to address operational challenges and improve service delivery.

Reporting and Documentation:

• Prepare and maintain reports on dispatching activities, including job completion times, service issues, and resource utilization.
• Update and maintain customer records and service logs in the company’s database.

Competencies

• Strong organizational and multitasking abilities.
• Excellent communication and customer service skills.
• Use of computer and telephone systems for extended periods.
• Problem-solving skills and the ability to make quick decisions in a fast-paced environment.

Education and Experience

• Associate degree or equivalent from a two-year college or technical school 
• Bachelor’s degree a plus  
• At least 1 year of customer service, customer service and/or administration in any office related industry
• Phone experience required, must be able to answer and complete multiple phone lines. 
• Working with Microsoft Office, Word, Excel, PowerPoint and Outlook experience

Benefits

• Competitive compensation package
• Full suite of medical benefits, including dental, vision, 401k, pet insurance and more!
• PTO and holidays

Position Type/Expected Hours of Work

This is a full-time position.  Days and hours of work are variable and based on business need.  Evening and weekend work may be required as job duties demand.

Physical Requirements

This position is indoors.  Must be able to sit at a computer terminal for an extended period.  May be asked to lift approximately 25 lbs.  Exposure to moderate noise and light, i.e. business office with computers, phone, printers, light foot traffic.

EEO Statement

Location Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.  In addition to federal law requirements, Location Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Applicants must be legally authorized to work in the United States