Call Service Representative

Securitas Technology is seeking a Call Service Representative to support our integrated electronic security and life safety solutions for commercial and enterprise clients. In this role, you will handle high-volume inbound calls related to alarms, incidents, and service requests, ensuring fast, accurate, and professional responses. You will use monitoring tools and CRM systems to document events, triage issues, and escalate to technical or field teams as needed.

Working in a culture focused on safety, integrity, and customer service, you'll collaborate cross-functionally and gain exposure to cutting-edge security technologies, with opportunities for ongoing training and career growth.

Responsibilities

• Answer and manage high-volume inbound calls from commercial and enterprise clients
• Triage alarms, incidents, and service requests following defined procedures
• Gather and verify critical incident details and document accurately in systems
• Use monitoring, CRM, and ticketing tools to log, track, and update cases
• Escalate technical or high-risk issues to appropriate teams promptly
• Provide clear, professional communication and status updates to customers
• Follow security, safety, and data privacy protocols at all times
• Collaborate with technicians and operations teams to resolve issues
• Meet or exceed service level, quality, and documentation standards
• Participate in training to stay current on Securitas Technology solutions

Required Skills

• Inbound call handling
• Customer service
• Alarm and incident triage
• Electronic security systems knowledge
• CRM/ticketing systems
• Data entry and documentation
• Call center software (ACD/IVR)
• Basic networking/IT literacy
• De-escalation techniques
• Time management