• Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS). Receives processes and dispatches emergency calls to responsible client or customer contacts. Provides 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 issue at hand. After dispatch, logs call into 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 client's. 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.• High School Diploma or GED. Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus. 1-3 years 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.• Must be proficient in Microsoft Suite, good typing skills.• A minimum of 2 years of CS experience.• Basic computer skills are a must, specifically in Microsoft Suite.• Alarm monitoring experience is a plus but not required.Work Schedule Notes:The training will be done Monday – Friday from 10 AM to 6 PM. Once the training is complete, the operator will move to the shift in which they were hired for. The days off will be determined by the hiring manager.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.Days Off: (Always two 2 consecutive days)Thurs & FriFri & SatSun & MonMon & TueTue & WedWed & ThursVIVA 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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