The Monitoring Specialist is responsible to monitor signals from customer alarm systems and respond to signals by providing accurate information to the proper authorities.
Monitor alarm signals; interpret and respond to alarm activations by dispatching police, fire, and medical authorities to prevent injury, loss of life, and/or property damage, as well as, notifying responsible parties of alarm activations.
Notify customers of trouble, or other non-emergency signals that can include power failure, low battery, communication failure, temperature notifications, and any other signals that might indicate a problem or concern.
Communicate effectively with internal and external customers. Follow all departmental and company policies and procedures.
Answer and assess incoming telephone calls, transfer calls to the appropriate party/parties, and provide information to the customers.
Record all necessary information on accounts pertaining to calls and/or alarms received
Communicate clearly and calmly to provide all necessary information to internal and external customers, authorities, and responding parties.
Answer multiple telephone lines. Respond to each caller in a professional and helpful manner while gathering information, troubleshooting, transferring calls, or putting callers into voice mail.
Provide technical support as needed. Follow procedures for service and inspection requests.
Communicate and analyze customer inquiries and determine a correct course of action.
Adhere to and maintain building security and Customer Operations Team operations following company procedures and policies to provide a safe and productive environment.
Assist other departments and Specialists with special projects to support a teamwork atmosphere for the benefit of our customers and the company.
Participate in job related training programs and meetings to continually refresh and update knowledge.
Assist in the upkeep of the Customer Operations team floor.