Customer Service Representative - 3rd Shift (Warrendale, PA)

Job Description

Job Description

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Customer Service Representative.  

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members. 

Location: Greater Pittsburgh, PA Region (Warrendale) -  Hybrid Schedule available after 6 months.

Work Schedule: Wednesday - Sunday, 11:00pm - 7:00am

5 weeks of training provided (Week 1: M-F, 9am - 5pm, Week 2-5: M-F, 11pm - 7am)

SUMMARY:

As a Customer Service Representative, you will respond to incoming alarm events that involve life safety, property and environmental signals, and phone calls as directed by account instruction and/or Company SOG.  Provide exceptional customer service experience and ensure accurate and efficient response and documentation. 

What You’ll Do:

• Handle Customer Accounts as Central Station Operator to Include:
  • Receiving alarm calls dealing with life safety, property, and environment. Answer incoming calls in a timely manner.
  • Document actions in operating software. 
  • Request response from public safety agencies.
  • Complete outbound calls to account contact list.
• Complete Shift Duties as Assigned by CS Supervisor/Assistant Suprervisor.

What You’ll Need:

• Knowledge – High School Diploma or Equivalent:
  • Entry level position, no experience required, customer service experience - Preferred.
• Communication Skills:
  • Able to read and interpret documents, procedure manuals, operating and maintenance instructions, and safety rules. 
  • Able to accurately understand, spell, and type words and numbers. 
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Mathematics Skills:
  • Able to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s.
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Reasoning Ability:
  • Able to apply common sense understanding to carry out instructions furnished in written, oral, diagram, map, resolution code, or schedule form. 
  • Able to deal with problems involving several concrete variables in standardized situations.
  • These skills are needed to understand and relay account information to customers and emergency responders. 
• Customer Service Skills/Abilities:
  • Active and empathetic listening skills when dealing with others in all situations, including the ability to produce a calming effect on others and elicit the necessary information during a stressful situation. 
• Keyboarding/Typing Skills:
  • Able to efficiently and accurately input account data. 
• Organization Skills:
  • Able to manage multiple tasks with great attention to detail. 
  • Able to meet all customer deadlines (both internal and external). 
• Licenses/Certifications:
  • Able to obtain and maintain state licenses as needed to access customer accounts.

What You’ll Get:

We offer a “Total Rewards”package including: 

• Competitive compensation
• Medical, dental, and vision coverage 
• HSA/FSA programs
• Company paid life and AD&D insurance 
• Company paid short- and long-term disability 
• Voluntary benefit products 
• 401 (k) retirement savings plan after just 60 days 
• 7 Company Holidays, plus 2 Floating holidays of your choice 
• Paid Time Off
• Tuition reimbursement 
• Employee Assistance Program (EAP) 

About Us:  

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our  Vector Security Networks (VSN)  division provides national security solutions for multi-site organizations, while  Managed Network Services (MNS)  delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

Our Values:  

• Win as a team. 
• Do the right thing. 
• Make a difference every day. 
• Get it done. 
• Think big. 

If you share these ideals, we'd love to hear from you! 

Vector Security is a Drug-Free Workplace  

Vector Security is an Equal Opportunity Employer  

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.