Customer Service Representative

Job Title

Pay Range: $15.00hr - $18.00hr

Requirement/Must Have

• High School Diploma or State Board of Education certified GED along with related/equivalent experience or Associates Degree required.
• 1-3 years of Customer Service or Sales experience.
• Knowledgeable in Microsoft Windows (Word) and the internet.
• Ability to navigate a computerized data entry system or other relevant applications.
• Strong verbal and written communication skills to effectively communicate over the telephone.

Responsibilities

• Provide support for monitoring and processing alarms received within the Central Monitoring Station (CMS).
• Receive, process, and dispatch after-hour calls for service.
• Provide outstanding customer service by receiving calls from customers requiring service or information regarding their accounts.
• Generate service tickets within the service database on customer requests for service.
• Monitor, support, and troubleshoot alarm systems.
• Acknowledge alarms received and dispatch appropriate personnel for the issue at hand.
• Log calls into the system activity report after dispatch.
• Contact and dispatch on-call service technicians during after-hours.
• Generate 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.
• Maintain familiarity with emergency procedures.
• Review and critique recorded conversations for purposes of improving customer interaction skills.

Nice To Have

• Any certified training or knowledge of Access Control, Fire, and Burglary systems.
• Prior security call center experience.
• ACD knowledge.

Skills

• Customer Service.
• Alarm Monitoring.
• Dispatching.
• Data Entry.
• Microsoft Word.
• Troubleshooting.
• Report Generation.

Qualification And Education

• Excellent customer service skills and ability to work in a dynamic fast-paced environment.