Monitoring Specialist

Guardian Alarm•Southfield, MI

8h•Onsite

About The Position

The Monitoring Specialist is responsible to monitor signals from customer alarm systems and respond to signals by providing accurate information to the proper authorities. This role involves interpreting and responding to alarm activations by dispatching police, fire, and medical authorities to prevent injury, loss of life, and/or property damage, as well as, notifying responsible parties of alarm activations. The specialist will also notify customers of trouble or other non-emergency signals, communicate effectively with internal and external customers, answer and assess incoming telephone calls, and record all necessary information on accounts. Additionally, the role requires providing technical support, following procedures for service and inspection requests, analyzing customer inquiries, adhering to building security and team operations policies, assisting other departments with special projects, and participating in job-related training.

Requirements

Ability to multi-task
Excellent customer service skills
Strong organizational and attention to detail skills
Ability to follow specific procedures and instructions
Proficient computer and phone skills and ability to work on multiple programs at one time
Professional and articulate verbal and written communication skills
Being able to work in a team environment
Ability to troubleshoot and find solutions and resolutions
Ability to work flexible days and hours
Ability to remain calm in stressful environment
High School Diploma or G.E.D. required
Regular and reliable attendance record
1-2 years of customer service experience required

Nice To Haves

Some college preferred

Responsibilities

Monitor alarm signals; interpret and respond to alarm activations by dispatching police, fire, and medical authorities to prevent injury, loss of life, and/or property damage, as well as, notifying responsible parties of alarm activations.
Notify customers of trouble, or other non-emergency signals that can include power failure, low battery, communication failure, temperature notifications, and any other signals that might indicate a problem or concern.
Communicate effectively with internal and external customers.
Answer and assess incoming telephone calls, transfer calls to the appropriate party/parties, and provide information to the customers.
Record all necessary information on accounts pertaining to calls and/or alarms received.
Communicate clearly and calmly to provide all necessary information to internal and external customers, authorities, and responding parties.
Answer multiple telephone lines. Respond to each caller in a professional and helpful manner while gathering information, troubleshooting, transferring calls, or putting callers into voice mail.
Provide technical support as needed.
Follow procedures for service and inspection requests.
Communicate and analyze customer inquiries and determine a correct course of action.
Adhere to and maintain building security and Customer Operations Team operations following company procedures and policies to provide a safe and productive environment.
Assist other departments and Specialists with special projects to support a teamwork atmosphere for the benefit of our customers and the company.
Participate in job related training programs and meetings to continually refresh and update knowledge.
Assist in the upkeep of the Customer Operations team floor.