Sr. Alarm Services Coordinator

Vector Security•Gainesville, VA

10d•$38,777 - $61,968•Onsite

About The Position

As a Senior Alarm Services Coordinator, you will provide services as designated point of contact for Alarm Service Program customers. Maintains and report on customer records for communication and successful permitting with the jurisdictional authority. Process and report on jurisdictional fees, fines, and administrative costs for program customers. You will also participate in customer and departmental meetings to identify customer needs and identify workflow improvements in the organization. Performs periodic reporting regarding all records related to Alarm Services for customers as determined by specific customer program or project.

Requirements

High School Diploma or equivalent required.
2+ years of experience in administrative support, customer service, permitting, compliance, billing, or account coordination - Preferred.
Strong computer proficiency with the ability to navigate multiple systems and online resources simultaneously.
Ability to research permit requirements, ordinances, and jurisdictional regulations and apply findings appropriately.
Proven ability to manage a high-volume workload, prioritize competing responsibilities, and meet deadlines while maintaining 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 with a willingness to assist others to meet departmental goals.
Strong written and verbal communication skills.
Ability to interact professionally with customers, municipalities, law enforcement agencies, and other regulatory entities.

Responsibilities

Process Alarm Permits & Contact Lists: Receive new alarm permits requests, determine the site-by-site need for a burg alarm system permit based on local jurisdictional requirements. Contact individual jurisdictions to verify the processing of the permit, receiving and logging confirmation data. Update SharePoint, D365, and MASterMind with the permit information and update the project team with the permit status. Receive permit confirmations in physical or electronic form, scan documents, and send originals to customer’s store location for local filing. Monitor due dates and process permit renewals requests from customers or from local jurisdictions and ensure the data is one file in D365 and MASterMind. Process billing in D365 and MASterMind for admin fees and/or permit costs based on the plan. Monitor due dates and provide periodic updates for jurisdictional databases as required for contact lists and permit-holder information. Process permit cancellations as needed due to store closure or relocation.
Program Customer Communication: Attend and participate in periodic customer-facing calls and internal team calls to discuss Alarm Services performance and activity. Coordinate with other VSN departments and teams to ensure activity related to Alarm Services is processed efficiently and in a timely manner. Provide training on Alarm Service processes and inter-departmental requirements. Update knowledge base with articles and procedures related to client workflow. Receive direct support requests from customers and internal teams regarding Alarm Service activities, opportunities, and customer requirements. Provide reporting on all Alarm Service activities as needed.
Process Fees & Fines: Receive physical and electronic invoices scan as appropriate. Verify that PD dispatch occurred per the invoice. Contact the local jurisdiction to verify that the dispatch occurred to verify accuracy of billing. Process the fines by creating a quote in D365 and process action billing via MASterMind. Correct billing disputes with jurisdictions, including issuing payment on fees for fines, permits, and other administrative fees relate to the Alarm Services program
Dispatch Activity Maintenance: Retrieve data from VSN Dispatch Info Center and InSite to create cases for each site based on the dispatch events and determine cause, resolution, and disposition of each event. Notify customer when service is required after dispatch event to resolve. Follow up as appropriate to verify the status of the PO or service work order. Update service notes and monitor the signal history of the location to ensure that no further false alarms have been generated. Investigate in MASterMind the details of the false alarm signals, including outcome of the dispatch. Summarize and track dispatch events and resolution in D365, categorizing cases according to established guidelines.