Reports To

Service Manager

Location

Somerset, NJ

Hourly Rate

$24.00/hr

About Us

Approved Fire Protection & Security is a fifth-generation, family-owned fire protection and security company headquartered in Somerset, NJ, proudly serving customers across New Jersey, New York, and Pennsylvania. For generations, we've built our reputation on reliability, integrity, and hands-on service, protecting the people and properties our communities depend on. As we continue to grow, we're looking for dedicated team members who share our commitment to quality, safety, and customer care.

Position Summary

The Portables Dispatcher is responsible for coordinating the daily schedules and service routes of Portables technicians to support efficient field operations and responsive customer service. This position serves as a central communication point between technicians, customers, and internal departments and plays an important role in keeping daily service operations organized and moving efficiently.

This position is best suited for someone who enjoys a fast-paced environment, is comfortable managing competing priorities, and can remain organized and composed when schedules and business needs change quickly. Success in this role requires strong communication, sound judgment, attention to detail, and the ability to adjust priorities throughout the day.

• Coordinate and manage daily technician schedules and service routes, balancing customer needs, technician availability, geographic efficiency, urgent requests, and changing priorities throughout the day.

• Schedule and dispatch technicians for service calls, inspections, repairs, installations, and other assigned Portables work.

• Monitor technician schedules and job progress throughout the day and make adjustments as needed to accommodate delays, cancellations, emergencies, additional service needs, or changes in technician availability.

• Serve as a primary communication point between customers, technicians, Service Management, and internal departments regarding scheduling and service-related matters.

• Communicate schedule changes, job information, customer requirements, and other relevant details to technicians in a timely and accurate manner.

• Respond professionally to customer scheduling questions, service requests, and changes while helping establish realistic expectations regarding service availability.

• Review work orders and service requests to ensure technicians have the necessary information to complete assigned work.

• Assist with coordinating emergency and priority service requests while minimizing disruption to previously scheduled work.

• Maintain accurate scheduling and service information within Profit Zoom (PZ) and other company systems.

• Monitor open and incomplete service calls and assist with rescheduling or follow-up when additional work is required.

• Coordinate with Service Management regarding technician availability, workload, scheduling concerns, and situations requiring management direction.

• Communicate with other departments when scheduling or service activity may affect sales, customer service, billing, projects, or other operational needs.

• Identify scheduling conflicts or operational concerns and proactively work toward appropriate solutions.

• Maintain accurate records and documentation related to scheduling, customer communications, technician assignments, and service activity.

• Support the Service Manager and Portables team with additional administrative and operational responsibilities as needed.

Position Expectations

• Maintain a high level of organization while managing multiple technicians, customers, service requests, and changing priorities simultaneously.

• Demonstrate the ability to make timely scheduling decisions while considering customer commitments, technician availability, travel time, and operational needs.

• Remain calm, professional, and solution-focused during high-volume periods and when unexpected scheduling issues arise.

• Communicate clearly, respectfully, and professionally with technicians, customers, managers, and coworkers.

• Exercise good judgment regarding issues that can be resolved through scheduling and those that should be escalated to Service Management.

• Maintain accuracy and attention to detail despite frequent interruptions and competing priorities.

• Demonstrate flexibility and adaptability as daily schedules and business needs change.

• Provide responsive and professional customer service while balancing customer requests with operational capabilities.

• Follow established company procedures and maintain accurate information within Profit Zoom and other company systems.

• Maintain confidentiality and professionalism when handling employee, customer, and company information.

Qualifications & Skills

• Previous dispatching, scheduling, customer service, or service coordination experience preferred.

• Strong organizational and time-management skills.

• Ability to prioritize and manage multiple time-sensitive responsibilities.

• Strong verbal and written communication skills.

• Comfortable working in a fast-paced, high-demand environment with frequent interruptions and changing priorities.

• Strong problem-solving and decision-making abilities.

• Ability to communicate effectively with both field technicians and office personnel.

• Strong attention to detail and follow-through.

• Proficiency with computers and the ability to learn scheduling, service management, and company software systems.

• Experience with Profit Zoom or similar field service management software is a plus.

• Knowledge of the fire protection or service industry is preferred but not required.

Work Environment

This is a fast-paced service coordination position that requires frequent communication and the ability to respond to changing circumstances throughout the workday. The Dispatcher may need to reprioritise schedules, address urgent customer needs, and coordinate multiple technicians simultaneously.

The successful candidate will be someone who can maintain organization and professionalism under pressure while keeping technicians informed, customers supported, and daily operations moving efficiently we encourage you to apply at https://approvedfps.com/careers/