Monitoring Center Agent-3rd Shift

Summary of duties and responsibilities

The scope of the Monitoring Center Agent role is responsible for receiving and responding to alarm signals from residential and commercial security systems. This includes quickly assessing incoming alerts, determining the nature of the event (such as burglary, fire, or medical emergency), and dispatching emergency services or contacting customers as needed. Agents must follow established protocols to ensure swift, accurate responses and maintain detailed logs of each event. The role requires strong attention to detail, effective communication skills, and the ability to remain calm and focused in high-pressure situations to help protect lives and property.

Duties include but are not limited to the following: coordinates projects and activities for sales and marketing services

• Monitor incoming alerts from security systems and assess the nature and urgency of each event
• Contact and coordinate with police, fire, or medical responders as needed, following strict response protocols.
• Call customers to verify alarms, provide updates, or offer assistance based on the type of alert received.
• Record all alarm activity, communications, and actions taken in detailed system logs for compliance and review.
• Stay composed and focused during emergencies to ensure accurate information is relayed and proper procedures are followed.

Experience:

• 1 to 2 years of experience in customer service, call center, dispatch, or security-related role.
• Experience in high-pressure or fast-paced environments, such as emergency response, healthcare, or telecommunications, is highly valuable
• Familiarity with monitoring or dispatch software
• Must be able to work weekends
• Strong communication and multitasking skills, especially in handling calls and data entry simultaneously during urgent situations
• Prior exposure to security or alarm systems is a plus, but not required for entry-level candidates with the right aptitude and reliability
• Other job duties as assigned

Licenses Required: N/A

Education requirement:

High School Diploma or Equivalent (Required)

Associate’s or Bachelor’s Degree (Preferred): A degree in Criminal Justice, Emergency Management, Communications, or a related field is preferred

Physical Activities/ Requirements 

Office-Desk Job

• Manual dexterity and sitting are required in carrying out own responsibilities (i.e. use of personal computers).
• Ability to efficiently operate all job-related office equipment.
• Ability to communicate via telephone and work in virtual teams.
• Ability to work in a dynamic environment.
• Ability to work in a traditional professional office setting 
• Ability to lift to 5 -10lb

Our Meaningful Mission: Seize our moment to help save lives and property with systematic excellence

Use of The Four Way Test in fulfilling your duties: 

Our Values

1. Is it the Truth?
2. Is it Fair to all concerned?
3. Will it build Goodwill and Better Friendships?
4. Will it be Beneficial to all concerned?

The “Four Way Test” of the things we think, say or do, recommended by the Rotary International Foundation has served us well.

Americans With Disabilities Act

American Alarm & Communications, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

Equal Employment Opportunity Statement: American Alarm and Communications, Inc committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, gender, age, disability, veteran status, marital status, or sexual orientation.