Customer Services Professional

Cynet Systems•Irving, TX

5d•Onsite

About The Position

This role involves providing support for monitoring and processing alarms received within the Central Monitoring Station (CMS). The professional will receive, process, and dispatch after-hour calls for service, and provide outstanding customer service by handling calls from customers requiring service or information regarding their accounts. Responsibilities include generating service tickets, monitoring, supporting, and troubleshooting alarm systems, acknowledging alarms, and dispatching appropriate personnel. The role also involves logging calls, contacting and dispatching on-call service technicians during after-hours, generating reports, and dispatching authorities upon receipt of alarm signals. Continuous monitoring of the alarm signal queue, documenting calls, and providing quality customer service are key aspects of this position. Additionally, the professional will promote good listening skills, communicate clearly and effectively, manage call length, attend training, maintain familiarity with emergency procedures, and review recorded conversations for improvement.

Requirements

High School Diploma or State Board of Education certified GED along with related/equivalent experience or Associates Degree required.
1-3 years of Customer Service or Sales experience.
Knowledgeable in Microsoft Windows (Word) and the internet.
Ability to navigate a computerized data entry system or other relevant applications.
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.

Nice To Haves

Any certified training or knowledge of Access Control, Fire, and Burglary systems.
Prior security call center experience.
ACD knowledge.

Responsibilities

Provide support for monitoring and processing alarms received within the Central Monitoring Station (CMS).
Receive, process, and dispatch after-hour calls for service.
Provide outstanding customer service by receiving calls from customers requiring service or information regarding their accounts.
Generate service tickets within the service database on customer requests for service.
Monitor, support, and troubleshoot alarm systems.
Acknowledge alarms received and dispatch appropriate personnel for the issue at hand.
Log calls into the system activity report after dispatch.
Contact and dispatch on-call service technicians during after-hours.
Generate 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.
Maintain familiarity with emergency procedures.
Review and critique recorded conversations for purposes of improving customer interaction skills.