Customer Service Supervisor - 2nd Shift

Job Family: Buildings

Req : 502482

Position Location: Irving, TX

The Alarm Monitoring Supervisor manages a group of up to ten operators who answer fire, burglary, video, and other alarms, as well as emergency phones. The group interacts directly with customers and fire & police departments across the nation. The Supervisor is responsible for staffing, training, and managing the operations of the shift and ensuring that all alarms, phone calls, and other advisory signals are processed and responded to correctly and expediently.

The Supervisor also performs other duties assigned by the CMS Manager or Customer Service Center (CSC) Director.

This is a 2nd shift position at the Siemens Central Monitoring Station (CMS) with the hours of 14:00 - 22:00.

• Lead a team of operators that responds to fire and security alarms at commercial customer sites across the nation.
• Ensure team members are logged in and working at station at the start of their shift and ensure there is adequate staffing on the succeeding shift.
• Set the example for team members regarding all Siemens Practices including the Employee Handbook and ensure shift members are adhering to Siemens Practices including the Employee Handbook.
• Provide employee performance feedback to management and work with manager and Human Resources to address any staff disciplinary situations.
• Monitor performance of all workstations, applications and phone systems and report any discrepancies with the same immediately to the IT department.
• Handle any employee or customer issues that get escalated and notify the management team of any unresolved issues that may need additional oversight.

• High school diploma or state‑recognized GED
• 10 or more years of Customer Service or Customer‑facing experience
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

• Supervisory experience in a customer service or call center environment
• Experience in a central monitoring station or 911 call center
• Problem solving and multitasking with monitoring platforms including video, access control and AMS
• Experience monitoring IBS systems (Security Business Network) as well as access control or video monitoring

$62,118 $ 106,488

Organization: Smart Infrastructure

Job Type: Full-time

Category: Customer Services