Emergency Response Dispatcher - Day & Afternoon Shifts

Location: On-site in Rochester, NY | Full-Time

Doyle Security Systems, a certified Great Place to Work® (https://www.greatplacetowork.com/certified-company/1257839) , is hiring a dedicated Emergency Response Dispatcher to join our team. We’re looking for a professional, career-oriented individual with strong work ethic, empathy, and a desire to help others. This role plays a critical part in protecting lives and property, and we’re committed to supporting your success with competitive compensation, comprehensive benefits, and career growth opportunities.

Schedule

Regular weekend and holiday availability required.

Day Shift (A): 8-hour shift between 6:00 AM – 6:00 PM

Afternoon Shift (B): 8-hour shift between 1:00 PM – 11:30 PM

Responsibilities

Emergency Response Dispatchers are the front line of our monitoring center, responding quickly and accurately to alarm events and customer needs. You’ll handle a variety of critical communications, coordinate emergency responses, and provide top-tier customer service. This position requires strong communication skills, the ability to stay calm under pressure, and a passion for helping others.

• Monitor and respond to alarm and trouble signals using established protocols

• Document all responses and activity in our alarm monitoring software

• Initiate outbound calls to customers and dispatch emergency services (police/fire/medical) as needed

• Answer incoming calls, assist with inquiries, and route calls to appropriate departments

• Deliver exceptional customer service with professionalism and empathy

• Identify and resolve day-to-day issues quickly and effectively

• Maintain a high standard of accuracy, attention to detail, and confidentiality

• Perform other duties as assigned

Qualifications

• Strong attendance and punctuality record

• Proficiency with basic computer functions, including Microsoft Windows and Office

• Ability to type at least 35 WPM with strong attention to detail

• Excellent verbal and written communication skills

• Customer service experience (1 year preferred); call center or dispatch experience a plus

• 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

What We Offer

• Paid time off & company holidays

• Bonus pay

• Medical, Dental, & Vision Insurance

• Health Savings Account (HSA) & Dependent Care FSA options

• Parental leave

• 401(k) with company match

• Life insurance

• Tuition reimbursement for continuing education and certifications

• Employee discount & referral bonus

• Recognition & advancement opportunities

• Employee assistance program

• Various peer and company recognition programs

What's it like working at Doyle Security Systems?

www.godoyle.com/working-at-doyle

Doyle has been family owned and operated for more than 100 years and that kind of longevity wouldn’t be possible without One Doyle Team.

One Doyle Team is more than just a group of colleagues. We’re a close-knit, supportive, energetic, loyal, and dedicated group of people who are excellent at what we do. We are experts in our solutions and we share our expertise with a smile. We work hard and we know how to have fun. We get the job done and we celebrate each other’s victories. We are quick to offer support and a helping hand.

Our purpose at Doyle is to make a difference in our community. We save lives and property and we believe that good people look out for one another. We want to be the security company that does more than any other to help people feel safe and secure. We strive to provide the highest level of customer service available.

In order to be successful, we believe in taking care of our own. We strive to make Doyle a great place to work, day in and day out. We’ve been voted one of the Best Companies to Work for in New York for three years in a row and for four of the five times we have applied. We want our One Doyle Team to be happy to come to work and for that to be reflected in the incredible customer service we provide.

At Doyle, the following core values are the foundation of everything we do:

• Customer Care

• One Doyle Team

• Leading by Example

• Continuous Improvement

• Experts in our Solutions

To learn more about our mission, vision, and values, visit our website: https://bit.ly/DSSMissionValues

If this sounds like a team you would like to be part of, we can’t wait to hear from you!

Day Shift (A): 8-hour shift between 6:00 AM – 6:00 PM

Afternoon Shift (B): 8-hour shift between 1:00 PM – 12:00 AM

8 hours per day excluding breaks