What are the responsibilities and job description for the Alarm Monitoring Representative position at Pye-Barker Fire & Safety?
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This position is responsible for monitoring customer's security, fire and other integrated systems. Position verifies alarm system activations and responds in an appropriate manner, adhering to all Pye-Barker Fire & Safety standards and procedures.
Essential Duties & Responsibilities
Monitor customer accounts for alarms such as break-ins, fires, holdups, and auxiliary functions, responding to system activations according to established SOPs using SONIP software and related equipment.
Address audio and alarm point violations, ensuring proper resolution by either resetting the alarms or dispatching appropriate authorities. Document incidents thoroughly by completing reports and logging relevant information in the Operator Log Comments.
Provide customer service over the phone by answering inquiries, offering instructions when needed, and making appropriate customer account changes.
Assist customers in troubleshooting their alarm systems when issues arise.
Coordinate service requests with the Service Dispatcher and Technicians when appropriate.
Log all pertinent account activity in the appropriate logs.
Collaborate with Installation and Service Technicians to upload and download program information and test systems.
Input information into database as required.
Generate the following reports (reports may vary depending on the shift worked): Shift Reports, Late-to-Arm Reports, Incident Reports, Miscellaneous reports as needed.
Maintains a working knowledge of all equipment currently installed in customers' businesses and homes.
Other duties as assigned by management.
Education/Qualification
A high school diploma or equivalent is required.
A minimum of one year of customer service experience is required.
At least six months of data entry and computer experience is required.
Other Duties
Familiarity with security systems and/or monitoring experience is preferred.
Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
Performs other duties as assigned.
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Benefits And Perks
This position is responsible for monitoring customer's security, fire and other integrated systems. Position verifies alarm system activations and responds in an appropriate manner, adhering to all Pye-Barker Fire & Safety standards and procedures.
Essential Duties & Responsibilities
Monitor customer accounts for alarms such as break-ins, fires, holdups, and auxiliary functions, responding to system activations according to established SOPs using SONIP software and related equipment.
Address audio and alarm point violations, ensuring proper resolution by either resetting the alarms or dispatching appropriate authorities. Document incidents thoroughly by completing reports and logging relevant information in the Operator Log Comments.
Provide customer service over the phone by answering inquiries, offering instructions when needed, and making appropriate customer account changes.
Assist customers in troubleshooting their alarm systems when issues arise.
Coordinate service requests with the Service Dispatcher and Technicians when appropriate.
Log all pertinent account activity in the appropriate logs.
Collaborate with Installation and Service Technicians to upload and download program information and test systems.
Input information into database as required.
Generate the following reports (reports may vary depending on the shift worked): Shift Reports, Late-to-Arm Reports, Incident Reports, Miscellaneous reports as needed.
Maintains a working knowledge of all equipment currently installed in customers' businesses and homes.
Other duties as assigned by management.
Education/Qualification
A high school diploma or equivalent is required.
A minimum of one year of customer service experience is required.
At least six months of data entry and computer experience is required.
Other Duties
Familiarity with security systems and/or monitoring experience is preferred.
Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
Performs other duties as assigned.
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Benefits And Perks
- Excellent pay
- Medical, dental, vision
- Company paid life insurance
- Company paid short-term disability
- 401K with employer match
- Paid vacation and company holidays
- Training and Career Development
- Company vehicle (if job applicable)
- Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees