Customer Service Representative

**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. We’re looking for a sharp, proactive Executive Assistant to help power our leadership team. **The Role** The Customer Service Representative is the primary point of contact between SMS Security and our clients. You will answer inbound calls, respond to client emails, manage service requests, and dispatch field technicians — ensuring every interaction is handled with professionalism, urgency, and care. This is a role for someone who thrives in a fast\-paced environment, takes ownership of their work, and brings a continuous improvement mindset to everything they do. If that sounds like you, there is a lot of room to grow here. **What You'll Do** **Customer Intake \& Relationship Management** * Act as the first point of contact for all inbound customer and internal requests via phone and email. * Receive and assess service requests, emergencies, maintenance needs, and escalations. * Ask the right questions to fully understand the issue and required service. * Set clear expectations with customers on timelines, next steps, and service process. * Create accurate and complete work orders in ServiceTitan for every request. * Maintain consistent, professional, and solution\-oriented communication at all times. * Proactively follow up on open requests to ensure resolution and customer satisfaction. * Build familiarity with key customer accounts, sites, and service agreements. **Dispatch Coordination** * Translate customer requests into clear, actionable work orders for dispatch. * Work closely with the internal dispatcher to prioritize and schedule work. * Ensure the right technician is assigned based on urgency, skillset, and location. * Act as the communication bridge between customers and the dispatch function. * Provide customers with appointment confirmations, ETAs, and schedule updates. * Communicate delays or changes proactively and manage customer expectations. * Support real\-time coordination when schedules shift or issues arise. * Ensure all dispatch\-related information in ServiceTitan is accurate and up to date. **Process Improvement \& Documentation** * Contribute to building and improving call scripts, email templates, and intake workflows. * Help define and refine dispatch and communication SOPs. * Identify inefficiencies in intake, dispatch coordination, and communication. * Recommend practical improvements to increase speed, accuracy, and customer satisfaction. * Maintain high standards of data quality and documentation in ServiceTitan. **What We Are Looking For** * 5\+ years of experience in a call center with demonstrated experience supporting team coordination, mentoring and training peers * Demonstrated background in customer experience * Tech\-savvy and comfortable with tools like Google Workspace, Microsoft Office, and project/task management platforms including Monday.com * Comfort using AI tools (e.g. ChatGPT, Claude, or similar) to improve response quality, draft communications, and work more efficiently * A self\-starter who anticipates needs before they arise and brings solutions, not just problems * Comfortable with ambiguity and excited about building out the processes and structure to support our growth * Professional, polished, and discreet — you understand the importance of confidentiality * Experience in a service\-based, operations\-heavy, or field services environment is an asset * Post secondary in a relatable field is a bonus. Life long learner \- essential. **Why Join SMS Security** * Ground\-floor opportunity: you will be the anchor of our Systems dispatcher team, with real influence over how the function is built from day one * We invest in people who take ownership — those who go above and beyond are noticed and rewarded * Work alongside a supportive, values\-driven leadership team that is committed to your development, not just your output * Stable, growing company with a strong client base in the GTA condominium market and ambitious plans to scale * Be part of a team that embraces technology and efficiency \- including AI tools to help you do your best work. **Compensation:** $28\-$34/hr, commensurate with experience *SMS Security is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations during the recruitment and selection process, please let us know. We are happy to make necessary arrangements to support your accommodation needs.* *We thank all applicants for their interest in a career with SMS Security; however, only those candidates who are selected for an interview will be contacted.*