Customer Services Professional 1

Ampcus • New Ellenton, SC

125d

About The Position

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Requirements

• 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.
• 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.

Nice To Haves

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

Responsibilities

• 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.
• 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.
• 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.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED