Job Description

General Purpose and Essential Duties:

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

• 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.

Required Skills, Abilities, Education & Experience:

• 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