Service Coordinator/Dispatcher

GEM Fire & Security is looking for a dependable, organized, and proactive Service Coordinator / Dispatcher to join our growing team. This role is responsible for coordinating daily service calls, communicating with customers and field technicians, tracking open jobs, and making sure every service request is followed through from start to finish. If you are someone who is organized, good with people, comfortable managing a busy schedule, and takes ownership of your work, we would like to hear from you. What You’ll Be Doing: Schedule and dispatch technicians for daily service calls Communicate with customers regarding appointments, updates, delays, and follow-ups Assign service calls and make sure technicians have the correct job information Track open service tickets and follow each one through completion Follow up with technicians for job updates, notes, and completed service reports Review service reports for missing or incomplete information Maintain accurate customer, job, and service records in our management system Send completed service documentation to customers when required Follow up on jobs that are still pending or require additional work Coordinate urgent and emergency service requests Help prioritize the daily service schedule when multiple calls come in Work closely with management, billing, installation, and field staff Keep customers informed when additional information or follow-up is needed Assist with general administrative and service department responsibilities What We’re Looking For: Strong organizational and time-management skills Excellent follow-up and attention to detail Professional phone and email communication Ability to manage multiple priorities at the same time Comfortable working in a fast-paced office environment Ability to communicate effectively with both customers and technicians Strong computer skills Ability to learn new software and systems quickly Reliable, professional, and able to work independently Someone who takes initiative instead of waiting to be told every next step Experience That Is Helpful: Service Coordinator Dispatcher Customer Service Coordinator Field Service Coordinator Administrative Coordinator Scheduling Coordinator Experience in fire alarm, security, electrical, HVAC, plumbing, construction, property management, or another field-service industry is a plus, but not required. Experience with CRM, dispatching, scheduling, ticketing, or field-service software is also helpful. Experience with Uptick is a plus. We are looking for someone who enjoys keeping things organized and making sure jobs get completed. A successful person in this role will not simply schedule a service call and forget about it. You will track the job, follow up with the technician, communicate with the customer, make sure the paperwork is completed, and help bring the service request to a proper close. Strong follow-through, communication, and accountability are extremely important in this position. Job Type: Full-time Schedule: Monday–Friday > 9AM- 6PM Work Location: In person – Brooklyn, NY GEM Fire & Security is an established fire alarm and security company serving customers throughout New York City. We are looking for someone who wants to become a long-term part of our team and play an important role in keeping our service department running smoothly. Pay: $24.00 per hour Expected hours: 45.0 per week Benefits: Paid time off Application Question(s): How many years of Service Coordinator/Dispatcher do you have? Work Location: In person

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