Job Position: Alarm Monitoring & Dispatch Specialist
Job Location: Irving, TX
Duration: 12 Months
Shift: 10PM - 6AM
Pay Rate: $18.00/Hr
Responsibilities:
- Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS).
- Receives, processes and dispatches after hour calls for service.
- Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts.
- Generates service tickets within the service database on customer requests for service.
- Monitors, supports and troubleshoots alarm systems. Acknowledges alarm received and dispatches appropriate personnel for issue at hand.
- After dispatch, logs call into system activity report. After hours only, contacts and dispatches on-call service technicians.
- Generates statistical or investigative reports for management. Dispatch appropriate authorities upon receipt of alarm signals.
- Continuously monitor alarm signal queue Document all calls with appropriate resolution codes and notes.
- Provide quality customer service on every call. Promote good listening skills.
- Communicate clearly and effectively with customers and agencies.
- Manage length of calls. Attend monthly training sessions. Be familiar with emergency procedures.
- Review and critique recorded conversations for purposes of improving customer interaction skills.
Education:
H.S. Diploma or State Board of Education certified GED along with Related/equivalent experience or Associates Degree required.
Qualifications:
- Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus.
- 1-3 years Sales or Customer Service experience. Prior security call center experience is preferred.
- ACD knowledge helpful. Good verbal and written communication skills to effectively communicate over the telephone.
- Excellent customer service skills and ability to work in a dynamic fast paced environment.
- Ability to navigate a computerized data entry system or other relevant applications.
- Knowledgeable in Microsoft Windows (Word) and the internet.
