Emergency Response Dispatcher - Day & Afternoon Shifts

Doyle Security Systems•Rochester, NY

18d•Onsite

About The Position

Doyle Security Systems is hiring an Emergency Response Dispatcher for its on-site monitoring center in Rochester, New York. This full-time role is on the front line of responding to alarm events and customer needs. The dispatcher monitors alarm and trouble signals, follows established protocols, documents activity, communicates with customers, and coordinates emergency services when needed. The role calls for professionalism, empathy, accuracy, confidentiality, and the ability to stay calm and organized in a fast-paced environment. The schedule consists of 8-hour shifts. The Day Shift (A) falls between 6:00 AM and 6:00 PM, and the Afternoon Shift (B) falls between 1:00 PM and 11:30 PM; the posting also lists the afternoon shift end time as 12:00 AM. Regular availability on weekends and holidays is required. Shifts are 8 hours per day, excluding breaks. Doyle describes itself as a family-owned and operated company with more than 100 years of history. Its team emphasizes customer care, collaboration, leading by example, continuous improvement, and expertise in its solutions. The company says it aims to support employees and provide opportunities for career growth.

Requirements

Strong attendance and punctuality record.
Proficiency with basic computer functions, including Microsoft Windows and Office.
Ability to type at least 35 words per minute with strong attention to detail.
Excellent verbal and written communication skills.
Ability to multitask, stay organized, and work efficiently in a fast-paced environment.
Willingness to work independently and collaboratively.
Flexible availability, including weekends and holidays.

Nice To Haves

Customer service experience; one year is preferred.
Call center or dispatch experience is a plus.

Responsibilities

Monitor and respond to alarm and trouble signals using established protocols.
Document responses and activity in alarm monitoring software.
Make outbound calls to customers and dispatch police, fire, or medical services as needed.
Answer incoming calls, assist with inquiries, and route calls to appropriate departments.
Provide professional and empathetic customer service.
Identify and resolve day-to-day issues quickly and effectively.
Maintain accuracy, attention to detail, and confidentiality.
Perform other duties as assigned.