Job description

Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS).
Receives processes and dispatches emergency calls to responsible agencies or customer contacts.
Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts.
Acknowledges alarms received and dispatches appropriate personnel for the issue at hand.
After dispatch, logs call into the system activity report.
Generates statistical or investigative reports for management.
Continuously monitor the alarm signal queue for a prioritized response.
Document all calls with appropriate resolution codes and notes.
Must have familiarity and training to provide specialty alarm monitoring and dispatch ability for remote access control systems, including CCURE and DSX platforms.
Manage the length of calls.
Attend monthly meetings and training sessions.
Familiar with emergency response procedures.
Review and critique recorded conversations for purposes of improving customer interaction skills.

Qualifications

High School Diploma or GED.
Any certified training or knowledge of access control, Fire, and Burglary systems is a plus.
1-3 years of customer service experience.
Prior security call center experience using the Security Business Net (SBN) automation system or similar system is necessary.
ACD telephone system knowledge is helpful.
Good verbal and written communication skills to effectively communicate over the telephone and document activities.
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.
Being knowledgeable in Microsoft Office applications is a plus.

Job Types: Full-time, Contract

Pay: $17.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Irving, TX: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Project management: 1 year (Preferred)

Work Location: In person

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