The Monitoring Specialist is responsible to monitor signals from customer alarm systems and respond to signals by providing accurate information to the proper authorities.

• 4 Weeks of Paid Training: Monday - Friday 8:00 AM - 4:30 PM
• Work Hours after Training: 7:00 AM - 3:30 PM
• Set Schedule Includes Working: Saturday and Sunday and 3 weekdays and some holidays

• Monitor alarm signals; interpret and respond to alarm activations by dispatching police, fire, and medical authorities to prevent injury, loss of life, and/or property damage, as well as, notifying responsible parties of alarm activations.

• Notify customers of trouble, or other non-emergency signals that can include power failure, low battery, communication failure, temperature notifications, and any other signals that might indicate a problem or concern.

• Communicate effectively with internal and external customers. Follow all departmental and company policies and procedures.

• Answer and assess incoming telephone calls, transfer calls to the appropriate party/parties, and provide information to the customers.

• Record all necessary information on accounts pertaining to calls and/or alarms received

• Communicate clearly and calmly to provide all necessary information to internal and external customers, authorities, and responding parties.

• Answer multiple telephone lines. Respond to each caller in a professional and helpful manner while gathering information, troubleshooting, transferring calls, or putting callers into voice mail.

• Provide technical support as needed. Follow procedures for service and inspection requests.

• Communicate and analyze customer inquiries and determine a correct course of action.

• Adhere to and maintain building security and Customer Operations Team operations following company procedures and policies to provide a safe and productive environment.

• Assist other departments and Specialists with special projects to support a teamwork atmosphere for the benefit of our customers and the company.

• Participate in job related training programs and meetings to continually refresh and update knowledge.

• Assist in the upkeep of the Customer Operations team floor.

• Perform other duties as assigned

• Ability to multi-task

• Excellent customer service skills

• Strong organizational and attention to detail skills

• Ability to follow specific procedures and instructions

• Proficient computer and phone skills and ability to work on multiple programs at one time

• Professional and articulate verbal and written communication skills

• Being able to work in a team environment

• Ability to troubleshoot and find solutions and resolutions

• Ability to work flexible days and hours

• Ability to remain calm in stressful environment

• High School Diploma or G.E.D. required

• Some college preferred

• Regular and reliable attendance record

• 1-2 years of customer service experience required

• Required to stand, walk or sit for up to 8 hours

• Use hands to manipulate or feel objects, tools or controls

• Reach with hands and arms

• Climb stairs

• Ability to see, speak and hear

• Required to occasionally lift items up to 20 pounds