Alarm Dispatcher

Doyle Security Systems, Inc. is certified a Great Place to Work® 2024. We provide comprehensive benefits choices and competitive compensation. You will have an opportunity to grow your career with an employer of choice!

We are looking for a professional, career-oriented individual with a strong work ethic, who exhibits empathy and a desire to help and serve others to join our team. A successful Emergency Response Center Dispatcher exhibits the following personal characteristics: honesty, integrity, dependability, confidentiality, loyalty, a team attitude, and a personal drive to excel in their career.

Schedule:
Afternoon Shift (B): 8-hour shift anytime between 1 PM - 11:30 PM
Overnight Shift (C): 8-hour shift anytime between 10 PM - 8 AM

*Position is FULL-TIME, located on-site in Doyle's call center in Rochester, NY, and requires weekend(s) & holiday shifts*

Summary of Position:

The Emergency Response Dispatcher accepts and responds with a sense of urgency to incoming alarms, manages incoming phone calls and customer service requests, and meets all plans & productivity goals set by management as outlined in a quarterly bonus plan.

Job Responsibilities:

The Emergency Response Dispatcher will:

• Monitor alarm & trouble signals and respond using established protocols for dispatchers in a call center setting.
• Document all responses for the alarm within the alarm monitoring software.
• Initiate outbound calls to customers, dispatch police/fire agencies and emergency contacts.
• Answer incoming calls; provide answers to inquiries and direct callers to the proper departments.
• Provide excellent customer service.
• Identify solutions to daily problems.
• All other miscellaneous responsibilities and other duties as assigned.

Required Background and Experience:

The Emergency Response Dispatcher should have:

• Exceptional attendance and punctuality record.
• Knowledge of basic computer functions including Microsoft Windows and Office.
• Ability to type 35WPM minimum and must be detail-oriented.
• Excellent communication and customer service skills.
• Strong organizational skills, problem-solving, and the ability to multi-task in a fast-paced environment.
• Flexibility to work weekends and holiday hours (required)
• Ability to work independently or as a team member.
• Customer service experience (1 year preferred)
• Call center and/or dispatcher experience a plus