Monitoring Center Agent-3rd Shift

American Alarm & Communications • Arlington, MA

7h • Onsite

About The Position

The scope of the Monitoring Center Agent role is responsible for receiving and responding to alarm signals from residential and commercial security systems. This includes quickly assessing incoming alerts, determining the nature of the event (such as burglary, fire, or medical emergency), and dispatching emergency services or contacting customers as needed. Agents must follow established protocols to ensure swift, accurate responses and maintain detailed logs of each event. The role requires strong attention to detail, effective communication skills, and the ability to remain calm and focused in high-pressure situations to help protect lives and property.

Requirements

• 1 to 2+ years of experience in customer service, call center, dispatch, or security-related role.
• Experience in high-pressure or fast-paced environments, such as emergency response, healthcare, or telecommunications, is highly valuable
• Familiarity with monitoring or dispatch software
• Must be able to work weekends
• Strong communication and multitasking skills, especially in handling calls and data entry simultaneously during urgent situations
• Other job duties as assigned
• High School Diploma or Equivalent (Required)

Nice To Haves

• Prior exposure to security or alarm systems is a plus, but not required for entry-level candidates with the right aptitude and reliability
• Associate’s or Bachelor’s Degree (Preferred): A degree in Criminal Justice, Emergency Management, Communications, or a related field is preferred

Responsibilities

• Monitor incoming alerts from security systems and assess the nature and urgency of each event
• Contact and coordinate with police, fire, or medical responders as needed, following strict response protocols.
• Call customers to verify alarms, provide updates, or offer assistance based on the type of alert received.
• Record all alarm activity, communications, and actions taken in detailed system logs for compliance and review.
• Stay composed and focused during emergencies to ensure accurate information is relayed and proper procedures are followed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED