Security Coordinator

Job Title: Security Coordinator

Reports To: Project Manager

FLSA Status: Full-Time, Hourly / Non-Exempt

About Down East Protection Systems (DEPS)

For over 30 years, Down East Protection Systems has been a trusted provider of electronic security services throughout Eastern North Carolina. We design, install, and service burglar alarms, fire alarms, video surveillance, access control systems, and monitoring services for residential and commercial customers.

We are committed to providing peace of mind by protecting people and property with competence and compassion. We value accountability, reliability, clear communication, and teamwork.

Position Summary:

The Install & Service Coordinator supports both installation projects and service operations. This role serves as a primary point of contact for customers while coordinating project setup, scheduling, documentation, billing, and service ticket management.

Depending on company needs, this role may be further defined as a Residential, Commercial, or Fire Coordinator in the future, but all variations require strong organization, customer communication, financial accuracy, and coordination with technicians, project managers, dispatch, accounting, and warehouse staff.

The ideal candidate is professional, detail-oriented, calm under pressure, and committed to delivering exceptional service aligned with DEPS’ Core Focus and Values.

Key Responsibilities:

Customer Support & Communication

• Answer incoming installation and service-related phone calls professionally and promptly.
• Assist customers with basic troubleshooting and remote support for Access Control, Cameras, Burglar, and/or Fire systems.
• Communicate installation timelines, service updates, and next steps clearly.
• Document all customer interactions accurately in FieldHub.
• Maintain ownership of the customer experience from start to resolution.

Installation Coordination & Project Management:

Project Setup

• Create and maintain work orders through the Flow Process in FieldHub.
• Ensure all customer and project information is accurate and complete.
• Complete customer onboarding within 2 business days of project import.

Scheduling & Coordination

• Assist Project Managers with scheduling and rescheduling installations.
• Notify the warehouse when deposits are received so materials can be ordered.
• Provide weekly project updates to customers and sales representatives.

Financial Administration

• Generate 50% deposit invoices and collect payments over the phone, following company procedures.
• Follow up on outstanding deposits.
• Issue final invoices upon installation completion.
• Coordinate with Accounting to ensure accurate billing and recurring revenue updates.

Account Setup

• Assign account numbers for monitored accounts.
• Activate new accounts in Affiliated.
• Cancel outdated accounts and update recurring billing as needed.
• Manage relocations and ownership transitions.

Service Coordination & Administrative Support

• Create, update, and manage service tickets with accuracy and attention to detail.
• Assist with scheduling and dispatching service technicians as needed.
• Coordinate with technicians, supervisors, and dispatch to ensure efficient service flow.
• Prioritize service calls based on urgency, contracts, and customer needs.
• Escalate complex issues appropriately while maintaining accountability for communication.

Documentation & Compliance

• Send required documents via ESign, including inspection and cancellation forms.
• Upload signed agreements and documentation into FieldHub.
• Maintain organized and complete digital job folders.
• Conduct Post Job Reviews and ensure documentation is finalized.
• Verify technician time entries in Clearpath/FieldHub for accuracy.
• Review lift invoices with Project Managers as needed.

Internal Collaboration

• Work closely with Project Managers, Dispatch, Technicians, Sales, Accounting, and Warehouse teams.
• Support process improvements and department initiatives.
• Maintain confidentiality of customer and company information.
• Follow all DEPS policies, procedures, and safety standards.

This job description is intended to outline the general duties and responsibilities of the position. It is not intended to be an exhaustive list of all tasks, duties, or responsibilities that may be required. Responsibilities and duties may change at any time based on business needs.

Required Qualifications:

• High school diploma or equivalent.
• 1–3 years of experience in customer service, project coordination, scheduling, or administrative support.
• Strong phone presence and professional communication skills.
• Ability to manage multiple projects at different stages simultaneously.
• Ability to remain calm, organized, and solution-focused in high-volume environments.
• Proficient with computers, CRM or service management software, email, and Google Workspace.
• Comfortable handling billing and customer payment collection.

Preferred Qualifications:

• Experience in the security, alarm, fire, or technology service industry.
• Familiarity with scheduling, dispatching, or service coordination.
• Basic technical aptitude and comfort troubleshooting over the phone.
• Experience with FieldHub, WeSuite, Sedona, Clearpath, or similar systems.

Skills & Competencies:

• Excellent verbal and written communication
• Strong attention to detail and documentation accuracy
• Time management and prioritization skills
• Financial accuracy and accountability
• Problem-solving mindset with a customer-first approach
• Ability to work independently and as part of a team

Physical & Work Requirements:

• This position reports to the office.
• Ability to sit for extended periods while working at a computer and phone.
• Ability to occasionally lift up to 25 lbs.
• Standard business hours; occasional flexibility may be required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

What We Offer:

• Stable, team-oriented work environment
• Clear expectations and structured processes
• Opportunities for professional growth
• Competitive compensation and benefits package
• Overtime, if required, will be compensated in accordance with federal and state law.

Equal Opportunity Employer Statement:

Down East Protection Systems (DEPS) is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status. DEPS is also an E-Verify employer and uses the E-Verify system to verify the employment eligibility of all newly hired employees.

Job Type: Full-time

Pay: $16.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Work Location: In person

Salary : $16 - $23