This full-time opportunity functions in our state-of-the-art 24/7 Alarm Monitoring Center as Customer Monitoring Specialist working a 3rd shift schedule which includes holidays and weekends.

Monitoring Specialist are responsible for handling high volumes of alarm activations, such as burglary, fire, medical, and equipment failure alarms, received from a customer’s security system by following the action plan as listed on the customer’s account such as notifying the customer and/or emergency dispatch agencies. Monitoring specialists are also responsible for handling inbound calls from customers and/or emergency dispatch agencies requesting for additional information, technical support, and/or requesting for additional actions to be taken. Monitoring specialists are expected to perform their duties with a sense of urgency, empathy; while demonstrating professionalism, clear voice tone and telephone etiquette consistent with company policies and procedures. This position will work closely with the Monitoring Leads, Supervisors, and Managers to maintain service levels to meet company and customer service goals and objectives.

Duties/Responsibilities:

Acknowledge and process alarm activations as outlined in the customer’s action plan.

Make outbound notification calls to customers and/or emergency dispatch agencies.

Accurately document actions and information into customer account activity log. • Utilize resources (i.e. NACS/Customer guide) to obtain account information that may be provide additional instructions outside of the action plan.

Process inbound calls from customers and/or emergency dispatch agencies.

Process inbound Audio Escort Calls.

Provide technical assistance to trouble shoot complex customer issues.

Route appropriate phone calls to other departments.

Process alarm activations within the following customer queues as directed:

o General National Account, Major Retail, UL, Video, BBT, VIP/Banking, Guard, BBT, and other specialist accounts.

Document and escalate customer complaints appropriately.

Skills/Abilities:

• Ability to communicate effectively, professionally, and with etiquette through verbal and written communication towards customers, peers, and management.
• Ability to operate and navigate a computer and various applications such as Microsoft Outlook, accessing and logging in/out of applications and utilizing multiple screens.
• Ability to navigate Mastermind software such as using basic functions, shortcut keys, and locating resources within software for use.
• Ability to effectively de-escalate customer complaints in order to resolve and/or identify serious concerns and escalating to management as appropriate.
• Ability to identify incorrect account information and forward to management/data services for review and correction
• Ability to understand and respond to signal information appropriately from tests initiated by customers/technicians
• Ability to utilize Workforce Manager to track daily works assignments, breaks, PTO, and time off requests.
• Ability to interact and work with others from various backgrounds and experience levels.
• Ability to exercise sound judgement, problem solving and decision-making skills.
• Ability to utilize and navigate SBN application.
• High level of system knowledge and understanding to identify, troubleshoot, and solve complex problems.
• Ability to comprehend and relay how alarms activations are received and actioned.

Work Environment:

Prolonged periods sitting at a desk and working on computer

Must be flexible with work schedule to support the needs of a 24/7/365 monitoring center.

Education and Experience:

High School Diploma or GED equivalent required

Securitas Technology Offers Comprehensive Benefits Including:

• Opportunity for annual merit pay increases
• Shift differential based on shift
• Paid company training
• Medical, Dental, Vision, Life, Critical Illness, and Hospital Indemnity Coverage
• Company Paid Short Term and Long-Term Disability
• 401K with 60% Match up to 6% of salary
• Paid vacation, holiday and sick time
• Educational Assistance
• Exceptional growth opportunities
• Wide variety of employee discounts on travel, equipment, and more!

We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.

Job Type: Full-time

Pay: $18.50 - $21.85 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Evening shift
• Night shift
• Overnight shift

Weekly day range:

• Every weekend
• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person
• Office

Work Location: In person