About Us
SMS Security is a growing security services company headquartered in Toronto, proudly serving multi-residential condominium communities across the Greater Toronto Area. We provide guard services, installation and servicing of security systems, mobile patrol, and parking enforcement—and we're scaling fast.
The Role
The Service Coordinator (Customer Service & Dispatch) is the central point of communication between our customers, field technicians, and internal team. This role is responsible for ensuring service requests are handled promptly, technicians are scheduled efficiently, and customers receive timely updates from the moment a call is received until the work is completed.
Success in this position requires excellent organization, strong communication skills, and the ability to prioritize competing demands while maintaining a positive, customer-focused attitude. You'll play a key role in keeping our service operations running smoothly by coordinating technician schedules, monitoring daily activities, and ensuring service requests are accurately documented and followed through to completion.
What You'll Do: Customer Communication & Call Logging
- Answer incoming service calls and return voicemails on the same business day.
- Respond to customer and internal emails within 24 hours.
- Deliver professional, courteous, and responsive customer service while building strong relationships with customers and property management teams.
- Accurately create and maintain service requests in ServiceTitan, documenting customer information, reported issues, priority level, and any relevant site details.
- Verify and update customer contact information whenever records are incomplete or outdated.
- Keep customers informed by providing updates on service status, scheduling changes, and technician arrival times when required.
Scheduling & Dispatch
- Schedule and dispatch technicians based on skill set, certifications, location, workload, and service priority.
- Continuously monitor technician schedules, routes, and job progress throughout the day to maximize efficiency.
- Adjust schedules as priorities change, including handling emergency service requests and unexpected technician availability.
- Communicate regularly with technicians to ensure jobs remain on schedule and resolve any scheduling conflicts.
- Identify route inefficiencies, delays, or irregularities and proactively follow up to minimize downtime.
- Confirm all technicians have started their day and are clocked in by 9:00 a.m.
- Prepare the following day's schedule each afternoon to ensure technicians have clear assignments.
- Record technician absences, schedule adjustments, and other dispatch-related updates within ServiceTitan.
Work Order Administration & Follow-Up
- Review completed work orders to ensure they contain accurate notes, labour entries, materials used, and completion details.
- Follow up with technicians or customers when additional information is required to close service requests.
- Review incoming service notes and categorize or tag work orders appropriately.
- Coordinate equipment and parts requests by forwarding requirements to the purchasing team.
- Prepare service quotations in ServiceTitan under Sean's supervision.
- Help ensure service requests progress efficiently from initial call through completion, minimizing delays and maintaining high customer satisfaction.
What We're Looking For
- Previous experience in customer service, dispatch, scheduling, service coordination, or administrative support is considered an asset.
- Strong organizational and time management skills with the ability to manage multiple priorities simultaneously.
- Excellent verbal and written communication skills with a professional and customer-focused approach.
- Comfortable learning and working with scheduling or field service software (ServiceTitan experience is an asset but not required).
- Strong attention to detail with the ability to maintain accurate records and documentation.
- A proactive problem solver who can adapt quickly in a fast-paced, constantly changing environment.
- Ability to build positive working relationships with customers, technicians, suppliers, and internal staff.
- Dependable, punctual, and accountable, with a strong sense of ownership and initiative.
- Comfortable working independently while collaborating effectively as part of a team.
We Offer:
- Opportunities for advancement within the organization
- Annual Bonuses
- Annual Wellness fund of $500
- 1 wellness day
- Overtime pay
- Paid training
- Comprehensive Benefits Coverage (medical, vision, dental)
- Health and wellness allowance
- Company-issued phone
SMS Security is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. SMS security does not discriminate based on disability, race, creed, gender, or any other basis protected under federal, state, or local laws. Please advise Human Resources if you require any accommodations.
Pay: $21.00-$25.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Paid time off
- Wellness program
Work Location: In person
