Customer Experience Specialist

Job Description

Job Description

Doyle Security Systems, Inc. is certified a Great Place To Work®2025. The Customer Experience Specialist role offers the chance to build a rewarding career in the security and life safety industry while delivering peace of mind and outstanding service to our customers and the communities we protect every day.

About the Role

As a Customer Experience Specialist, you’ll be the friendly, knowledgeable voice our customers rely on for help with their alarm and security systems. From troubleshooting and scheduling to providing updates and guidance, you’ll play a key role in ensuring every interaction reflects our commitment to care, professionalism, and safety.

*Position is located on-site in Rochester, NY*

What You'll Do

• Handle inbound calls from customers and answer questions about their alarms or security systems

• Provide remote technical support and resolve issues when possible

• Schedule service calls, inspections, and installations with efficiency and empathy

• Dispatch service requests to the right technicians for quick resolution

• Track service tickets and ensure follow-up for customer satisfaction

• Contribute to a team environment built on collaboration, trust, and continuous improvement

• Deliver excellent customer service while identifying creative solutions to challenges

What You'll Need

• Prior experience in a call center, dispatch, or customer care environment preferred

• Strong communication skills and a genuine desire to help others

• Attention to detail, solid time management, and the ability to multitask

• Comfort working in a fast-paced, team-oriented environment

• Dependable attendance and follow-through

• Proficiency with Microsoft Windows and Office; ability to type 40 WPM

• High school diploma or equivalent

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?

-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:

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