Customer Service Representative

Customer Service Representative•Syracuse, NY

1d•Onsite

About The Position

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems, designated as an Essential Business by the Department of Homeland Security. The company is dedicated to protecting life and property, founded and headquartered in Syracuse since 1992, with offices in California and Nevada. This growing organization serves as a critical response call center focused on protecting life, residences, and businesses. The role involves responding to various emergencies such as kitchen fires, intruders, medical emergencies, and handling preventative non-emergency customer service conversations, operating 24/7, 365 days a year. Highly trained specialists serve as the monitoring backbone for thousands of alarm companies across the country.

Requirements

Cool-headed and calm (You're the person others turn to in a crisis)
Detail-oriented (You notice what others miss)
Tech-savvy (You're comfortable navigating computer systems and multi-tasking)
Reliable (You show up, stay alert, and handle your shift like a professional)
Great communicator (You can deliver critical information clearly and quickly, both verbally and in documentation)
Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service
Must successfully complete and pass the RRMS New Hire Operations Training Course
Proficient and above average computer knowledge and skills
Excellent written and verbal communication skills
Successfully clear drug screen and background check to meet industry and security licensing requirements
Ability to be licensed in all required areas as defined by RRMS
Required to complete the steps necessary to achieve a Department of Defense Secret Clearance

Nice To Haves

Bilingual in Spanish

Responsibilities

Monitor security systems, fire alarms, and many different types of emergency signals from residential and commercial properties across North America
Verify alarm events and contact appropriate emergency services, clients, or responders within seconds
Assess complex situations quickly and remain calm during high priority situations
Document alarm activity, calls, and actions taken with precision and professionalism
Work independently and collaboratively in a state-of-the-art call center facility to ensure coverage and maintain high service level goals
Handle inbound and outbound calls and alarms
Answer inbound phone calls pertaining to alarm events and account information from customers, authorities, and responding parties