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 skillsH.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.Note:Schedule is 10 pm - 6 amVIVA 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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