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Customer Service Professional (Alarm Monitoring)

Irving, TX

11.5 Months

Full-Time $17-$22/hr

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Posted: Jul 06, 2026

Ref: GDTXUS6

Position Overview

Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS). Receives, processes and dispatches after hour calls for service. Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts. Generates service tickets within the service database on customer requests for service. Monitors, supports and troubleshoots alarm systems. Acknowledges alarm received and dispatches appropriate personnel for issue at hand. After dispatch, logs call into system activity report. After hours only, contacts and dispatches on-call service technicians. Generates statistical or investigative reports for management. Dispatch appropriate authorities upon receipt of alarm signals. Continuously monitor alarm signal queue Document all calls with appropriate resolution codes and notes. Provide quality customer service on every call. Promote good listening skills. Communicate clearly and effectively with customers and agencies. Manage length of calls. Attend monthly training sessions. Be familiar with emergency procedures. Review and critique recorded conversations for purposes of improving customer interaction skills

H.S. Diploma or State Board of Education certified GED along with Related/equivalent experience or Associates Degree required.

Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus. 1-3 years Sales or Customer Service experience. Prior security call center experience is preferred. ACD knowledge 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.

Candidate will be working 3rd shift, and attendance, professionalism, and punctuality are crucial both during the interview process and in the role itself.

Notes:
Schedule is 10 pm - 6 am

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Competitive Benefits

Your well-being Matters

Health & Future Fully Covered

At VIVA, employee well-being is paramount. Our comprehensive benefits package ensures your health, financial security, and quality of life are always prioritized.

Health Insurance

VIVA provides employees access to a comprehensive group health insurance plan (Medical, Dental, Vision, Basic Life, Term Life, and Accidental Death) through our flexible PPO plan-allowing you the freedom to choose healthcare providers.

401(k) Retirement Planning

Plan securely for your future with automatic payroll deductions into a tax-advantaged 401(k) retirement plan, including employer-matching contributions for eligible employees.

Performance Bonuses & Referrals

Earn performance-based bonuses and generous referral incentives of up to $500 when recommending talented candidates who become part of the VIVA family.

Biweekly Direct Deposit

Enjoy timely and convenient payroll with biweekly direct deposit to your chosen financial institution. Biweekly Direct Deposit

VIVA Perks Program

Access exclusive employee discounts and savings on electronics, travel, groceries, apparel, and more through our dedicated VIVA Perks Program.

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