Job Title
Pay Range:
$15.00hr - $18.00hrRequirement/Must HaveHigh School Diploma or State Board of Education certified GED along with related/equivalent experience or Associates Degree required.1-3 years of Customer Service or Sales experience. Knowledgeable in Microsoft Windows (Word) and the internet. Ability to navigate a computerized data entry system or other relevant applications. Strong verbal and written communication skills to effectively communicate over the telephone.
Responsibilities:
Provide support for monitoring and processing alarms received within the Central Monitoring Station (CMS).Receive, process, and dispatch after-hour calls for service.
Provide outstanding customer service by receiving calls from customers requiring service or information regarding their accounts.
Generate service tickets within the service database on customer requests for service.
Monitor, support, and troubleshoot alarm systems.
Acknowledge alarms received and dispatch appropriate personnel for the issue at hand.
Log calls into the system activity report after dispatch.
Contact and dispatch on-call service technicians during after-hours.
Generate statistical or investigative reports for management.
Dispatch appropriate authorities upon receipt of alarm signals.
Continuously monitor alarm signal queue.
Document all calls with appropriate resolution codes and notes.
Provide quality customer service on every call.
Promote good listening skills.
Communicate clearly and effectively with customers and agencies.
Manage length of calls.
Attend monthly training sessions.
Maintain familiarity with emergency procedures.
Review and critique recorded conversations for purposes of improving customer interaction skills.
Nice To Have:
Any certified training or knowledge of Access Control, Fire, and Burglary systems.
Prior security call center experience.
ACD knowledge.
Skills:
Customer Service. Alarm Monitoring. Dispatching. Data Entry. Microsoft Word. Troubleshooting. Report Generation.
Qualification And Education:
Excellent customer service skills and ability to work in a dynamic fast-paced environment.
