Customer Services Professional
About The Position
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.
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.
- 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.
Nice To Haves
- Prior security call center experience is preferred.
- ACD knowledge helpful.
- 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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
