Job Overview:
Pay Range: $15.00hr - $18.00hr
Requirement/Must Have:
- H.S. Diploma or State Board of Education certified GED along with related/equivalent experience or Associates Degree required.
- 1-3 years Sales or Customer Service experience.
- Prior security call center experience is preferred.
- ACD knowledge helpful.
- Strong 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.
Responsibilities:
- 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.
- Logs call into system activity report after dispatch.
- Contacts and dispatches on-call service technicians during after hours only.
- 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.
Nice to Have:
- Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus.
Skills:
- Customer Service.
- Alarm Monitoring.
- Dispatching.
- Data Entry.
- Microsoft Word.
- ACD Systems.
- Security Systems Knowledge.
Qualification And Education:
- High School Diploma, GED, or Associate's Degree.
Benefits:
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.