Irving, United States
almost 1 year ago
Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS). Receives processes and dispatches emergency calls to responsible agency or customer contacts. Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts. Acknowledges alarms received and dispatches appropriate personnel for issue at hand. After dispatch, logs call into system activity report. Generates statistical or investigative reports for management. Continuously monitor alarm signal queue for prioritized response. Document all calls with appropriate resolution codes and notes. Provide quality customer service on every call. Must have familiarity and training to provide specialty alarm monitoring and dispatch ability for Remote Access Control systems, including CCURE and DSX platforms.. Exercise good listening skills. Communicate clearly and effectively with customers and agencies. Manage length of calls. Attend monthly meetings and training sessions. Be familiar with emergency response procedures. Review and critique recorded conversations for purposes of improving customer interaction skills High School Diploma or GED. Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus. 1-3 years Customer Service experience. Prior security call center experience using the Security Business Net (SBN) automation system or similar system is necessary. ACD telephone system knowledge helpful. Good verbal and written communication skills to effectively communicate over the telephone and document activities. 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 Office applications is a plus.