Alarm Monitoring & Dispatch Customer Service Representative 3rd Shift

Job TitleJob Description Required Education: High School Diploma or equivalent Preferred Education: Associate's degree Qualifications/Skills/Experience: Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus 1-3 years Sales or Customer Service experience Prior security call center experience is preferred. ACD knowledge helpful Good 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 Responsibilities: Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS) Receives, processes and dispatches after-hours calls for service Provides outstanding customer service by receiving calls from customers that require 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 After dispatch, logs call into system activity report After hours only, contacts and dispatches on-call service technicians Generates statistical or investigative reports for management Dispatches appropriate authorities upon receipt of alarm signals Continuously monitors the alarm signal queue Documents 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 skillsOnly those lawfully authorized to work in the designated country associated with the position will be considered.Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.