Customer Services Professional 1

  • Location

    Beltsville, United States

  • Sector:


  • Job type:


  • Contact:

    Sonu Chouhan

  • Job ref:


  • Published:

    11 months ago

  • Expiry date:


Work Schedule Notes: We are a monitoring company that operates 24/7/365, with three (3) shifts. The shifts are 1st shift, 6A - 2P; 2nd shift, 2P - 10P and 3rd shifts, 10P - 6A. Im currently hiring for the 2nd Shift. Initial training for a new hire would be Monday through Friday, 2P-10P. After training, the operator would be moved to their permanent schedule. These days off vary. Depending on the need for coverage, more than likely the new hire would be working on the weekends. I do offer a shift bid every six (6) months based solely on production. After the new hire is fully trained, he/she would be eligible to participate. Days off are below:

Days Off: (Always two 2 consecutive days)

Thurs & Fri Fri & Sat Sun & Mon Mon & Tue Tue & Wed Wed & Thurs

The new hires schedule would be based on the need at the time they end training.

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. Generate statistical or investigative reports for management. Continuously monitor alarm signal queue prioritized response. Document all calls with appropriate resolution codes and notes. Provide quality customer service on every call. Exercise 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.

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 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.