Customer Services Professional

Job Title

Job Overview:

Pay Range: $15.00hr - $18.00hr

• H.S. Diploma or State Board of Education certified GED along with related/equivalent experience or Associates Degree required.
• 1-3 years Sales or Customer Service experience.
• Prior security call center experience is preferred.
• ACD knowledge helpful.
• Strong verbal and written communication skills to effectively communicate over the telephone.
• Excellent customer service skills and ability to work in a dynamic fast paced environment.
• Ability to navigate a computerized data entry system or other relevant applications.
• Knowledgeable in Microsoft Windows (Word) and the internet.

• Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS).
• Receives, processes and dispatches after hour calls for service.
• Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts.
• Generates service tickets within the service database on customer requests for service.
• Monitors, supports and troubleshoots alarm systems.
• Acknowledges alarm received and dispatches appropriate personnel for issue at hand.
• Logs call into system activity report after dispatch.
• Contacts and dispatches on-call service technicians during after hours only.
• Generates 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.
• Be familiar with emergency procedures.
• Review and critique recorded conversations for purposes of improving customer interaction skills.

• Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus.

• Customer Service.
• Alarm Monitoring.
• Dispatching.
• Data Entry.
• Microsoft Word.
• ACD Systems.
• Security Systems Knowledge.

• High School Diploma, GED, or Associate’s Degree.