What are the responsibilities and job description for the Monitoring Specialist position at Guardian Alarm?
Job Details
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.
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.
- 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