Sr. Alarm Services Coordinator

Vector Security and Vector Security Networks Career•Gainesville, VA

About The Position

The Senior Alarm Services Coordinator serves as a designated point of contact for Alarm Service Program customers. The role maintains and reports on customer records to support communication and successful permitting with jurisdictional authorities, and processes and reports jurisdictional fees, fines, and administrative costs. The coordinator participates in customer and departmental meetings to identify customer needs and workflow improvements, and provides periodic reporting on Alarm Services records as determined by each customer program or project. The position manages alarm permit requests, confirmations, renewals, cancellations, contact lists, and related billing. It communicates with customers, jurisdictions, and internal teams; maintains information in SharePoint, D365, and MASterMind; and supports training and knowledge-base updates. The coordinator also handles invoices and fines, verifies dispatch information and billing accuracy, resolves billing disputes, and monitors alarm dispatch events, investigations, service follow-up, and case records.

Requirements

High school diploma or equivalent required.
Strong computer proficiency, including the ability to navigate multiple systems and online resources simultaneously.
Ability to research permit requirements, ordinances, and jurisdictional regulations and apply findings appropriately.
Ability to manage a high-volume workload, prioritize competing responsibilities, meet deadlines, and maintain accuracy.
Ability to investigate and resolve permit issues, billing discrepancies, false alarm fines, and agency inquiries.
Strong attention to detail when processing permits, maintaining records, researching requirements, and ensuring compliance with regulatory standards.
Ability to work independently, manage workload effectively, and make sound decisions within established guidelines.
Team-oriented approach and willingness to assist others in meeting departmental goals.
Strong written and verbal communication skills.
Ability to interact professionally with customers, municipalities, law enforcement agencies, and other regulatory entities.

Nice To Haves

2+ years of experience in administrative support, customer service, permitting, compliance, billing, or account coordination.

Responsibilities

Receive alarm permit requests and determine permit needs for each site based on local jurisdictional requirements.
Contact jurisdictions to verify permit processing, log confirmation data, and update SharePoint, D365, and MASterMind with permit information and status.
Scan permit confirmations, send original documents to customer store locations for local filing, and maintain permit records.
Monitor permit due dates, process renewals and cancellations, and ensure records are filed in D365 and MASterMind.
Process billing in D365 and MASterMind for administrative fees and permit costs according to the applicable plan.
Update jurisdictional databases with contact lists and permit-holder information as required.
Participate in customer-facing and internal calls to discuss Alarm Services performance and activity.
Coordinate with other departments and teams to ensure Alarm Services work is processed efficiently and on time.
Provide training on Alarm Service processes and interdepartmental requirements, and update the knowledge base with workflow articles and procedures.
Respond to customer and internal support requests concerning Alarm Service activities, opportunities, and requirements.
Provide reporting on Alarm Service activities as needed.
Receive and scan physical or electronic invoices; verify dispatch activity with local jurisdictions and check billing accuracy.
Create quotes in D365 and process action billing through MASterMind for fines; resolve billing disputes, including payments for fines, permits, and other administrative fees.
Retrieve dispatch data from VSN Dispatch Info Center and InSite, create cases for sites based on dispatch events, and determine each event’s cause, resolution, and disposition.
Notify customers when service is required following a dispatch event and follow up on purchase order or service work order status.
Update service notes and monitor location signal histories for further false alarms.
Investigate false alarm signal details and dispatch outcomes in MASterMind.
Track and summarize dispatch events and resolutions in D365, categorizing cases according to established guidelines.