Here are the job position details for your review:

Job Title: Customer Services Professional 1
Pay Rate: $16 to $17/HR
Duration: 6.4 months
Location: Irving, TX

Shift - 2Pm - 10 Pm

Description:

• I’m currently hiring for the 2nd Shift.
• Initial training for a new hire would be Monday through Friday, 2P-10P.
• After training, the operator would be moved to their permanent schedule.
• These days off vary.
• Depending on the need for coverage, more than likely the new hire would be working on the weekends.
• I do offer a shift bid every six (6) months based solely on production.
• After the new hire is fully trained, he/she will be eligible to participate.
• Basic computer skills are a must, specifically in Microsoft Suite.
• 2 years of CS experience minimum.
• Alarm monitoring experience is a plus but not required.

Education / Experiences -

• Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS).
• Receives processes and dispatches emergency calls to responsible agencies or customer contacts.
• Provide outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts.
• Acknowledges alarms received and dispatches appropriate personnel for the issue at hand.
• After dispatch, logs call into the system activity report.
• Generate statistical or investigative reports for management.
• Continuously monitor alarm signal queue prioritized response.
• Document all calls with appropriate resolution codes and notes.
• Provide quality customer service on every call.
• Exercise good listening skills.
• Communicate clearly and effectively with customers and agencies.
• Manage the length of calls.
• Attend monthly training sessions.
• Be familiar with emergency procedures Review and critique recorded conversations for purposes of improving customer interaction skills.
• High School Diploma or GED.
• Any certified training or knowledge of Access Control, Fire, and Burglary systems is a plus.
• 1-3 years of Customer Service experience.
• Prior security call center experience is preferred.
• ACD knowledge is helpful.
• Good verbal and written communication skills to effectively communicate over the telephone.
• Excellent customer service skills and ability to work in a dynamic fast-paced environment.
• Ability to navigate a computerized data entry system or other relevant applications.
• Knowledgeable in Microsoft Windows (Word) and the internet.

Spotlight Call Notes:

• Will be needing 5 of these down the line but can only train 1 at a time as training is very detailed.
• The schedule will be 2 PM - 10 PM, will have 2 consecutive days off (Sat/Sun).
• They will be training on the shift they will be working.
• Training will be 3-4 weeks and days off will be changing but will continue to have 2 consecutively off.
• Must be proficient in Microsoft Suite, good typing skills.
• A minimum of 2 years of CS experience.
• The initial interview will be requested via telephone and then will be in person.
• Temp to Perm, Max pay rate Job7/hr.

Job Types: Full-time, Contract

Pay: $16.00 - $17.00 per hour

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• Please share an alternate email.

Experience:

• Central Monitoring Station (CMS): 1 year (Preferred)
• Customer service: 1 year (Required)
• Access Control, Fire, and Burglary systems: 1 year (Required)

Work Location: In person