Specialist Alarm Services

Walgreens•Deerfield, IL

23h•$15 - $34

About The Position

The Specialist Alarm Services role provides triage, customer support, technical assistance, and procedural guidance to customers, field technicians, and internal Walgreens teams, including retail locations, corporate facilities, distribution centers, and other business groups. The role supports Security systems—including burglar alarms, ERS, lighting, cameras, and DVRs—and Fire Life Safety alarm systems. It manages inbound and outbound customer calls, handles inquiries, resolves issues, and provides service related to alarm systems, monitoring services, and security solutions. The position helps ensure system functionality and compliance with local authorities by diagnosing and programming alarm and CCTV systems and supporting the smooth operation of alarm services.

Requirements

High school diploma or GED.
Basic-level PC skills, including starting and shutting down a computer, using programs, managing files, printing documents, and accessing information online.
Basic-level Microsoft Word skills, including document editing and formatting, spell check, track changes, and printing.
Basic-level Microsoft Excel skills, including workbook and worksheet editing, cell formatting, copying and pasting, chart selection, page setup, spell check, and printing.
Experience providing customer service to internal and external customers, meeting service quality standards, and evaluating customer satisfaction.
Willingness to work in a 365-day operation, including weekends and holidays.

Nice To Haves

At least 2 years of experience in a customer service position.
Experience in business applications and infrastructure technical support.
Experience with alarm system programming, such as RPS, Compass, MAS, Bold, Honeywell, Ademco, Bosch, or Silent Knight.
Experience with work management systems, such as Remedy, SmartIT, Service Channel, Service Now, or Verisae.
Experience with life safety systems, including fire, burglar, and CCTV systems.
Experience responding to fire and burglar alarms.
Spanish communication skills, both verbal and written, for communicating with various audiences.

Responsibilities

Respond to Security and Fire Life Safety equipment support requests by phone, email, and ticketing system; troubleshoot and remotely resolve technical and operational issues; deploy field service technicians; coordinate with third-party vendors; and follow up with internal departments such as IT, Asset Protection, and HR for resolution or escalation.
Assist internal Walgreens teams, external business partners, and federal, state, and local authorities with inquiries and problems related to Security and Fire Life Safety alarm systems.
Diagnose reported technical or operational issues and guide customers through basic troubleshooting to resolve problems remotely when possible.
Escalate complex or unresolved issues to appropriate support groups or field service teams.
Use remote access tools to troubleshoot and configure alarm and CCTV systems when necessary.
Process service requests, including alarm system activations, deactivations, and account information changes.
Maintain security passcode and key holder contact information in a central database in accordance with established policies and procedures.
Communicate clearly and precisely, verbally and in writing.
Stay informed about the Security Operations discipline, alarm monitoring organizations (TMA, NFPA, and UL), and current products, features, and service offerings; provide accurate information and promote upselling opportunities.
Follow National Fire Protection Association guidelines, UL Certification policy, and facility guidelines to support the Security Operations Center's annual UL inspection.
Meet Alarm Service KPIs, including average handling time, first-call resolution, and data standardization.
Participate in job-related training programs and meetings to refresh and update knowledge.
Perform other duties as assigned.