Sr. Alarm Services Coordinator

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we'd like to invite you to join our team as our new Senior Alarm Services Coordinator!

We offer great benefits, a competitive salary, and growth opportunities. We think you'll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location: Gainesville, VA

Summary:

As a Senior Alarm Services Coordinator, you will provide services as designated point of contact for Alarm Service Program customers. Maintains and report on customer records for communication and successful permitting with the jurisdictional authority. Process and report on jurisdictional fees, fines, and administrative costs for program customers. You will also participate in customer and departmental meetings to identify customer needs and identify workflow improvements in the organization. Performs periodic reporting regarding all records related to Alarm Services for customers as determined by specific customer program or project.

Responsibilities:

• Process Alarm Permits & Contact Lists:

• Receive new alarm permits requests, determine the site-by-site need for a burg alarm system permit based on local jurisdictional requirements.

• Contact individual jurisdictions to verify the processing of the permit, receiving and logging confirmation data.

• Update SharePoint, D365, and MASterMind with the permit information and update the project team with the permit status.

• Receive permit confirmations in physical or electronic form, scan documents, and send originals to customer's store location for local filing.

• Monitor due dates and process permit renewals requests from customers or from local jurisdictions and ensure the data is one file in D365 and MASterMind.

• Process billing in D365 and MASterMind for admin fees and/or permit costs based on the plan.

• Monitor due dates and provide periodic updates for jurisdictional databases as required for contact lists and permit-holder information.

• Process permit cancellations as needed due to store closure or relocation.

• Program Customer Communication:

• Attend and participate in periodic customer-facing calls and internal team calls to discuss Alarm Services performance and activity.

• Coordinate with other VSN departments and teams to ensure activity related to Alarm Services is processed efficiently and in a timely manner.

• Provide training on Alarm Service processes and inter-departmental requirements.

• Update knowledge base with articles and procedures related to client workflow.

• Receive direct support requests from customers and internal teams regarding Alarm Service activities, opportunities, and customer requirements.

• Provide reporting on all Alarm Service activities as needed.

• Process Fees & Fines:

• Receive physical and electronic invoices scan as appropriate.

• Verify that PD dispatch occurred per the invoice.

• Contact the local jurisdiction to verify that the dispatch occurred to verify accuracy of billing.

• Process the fines by creating a quote in D365 and process action billing via MASterMind.

• Correct billing disputes with jurisdictions, including issuing payment on fees for fines, permits, and other administrative fees relate to the Alarm Services program

• Dispatch Activity Maintenance:

• Retrieve data from VSN Dispatch Info Center and InSite to create cases for each site based on the dispatch events and determine cause, resolution, and disposition of each event.

• Notify customer when service is required after dispatch event to resolve.

• Follow up as appropriate to verify the status of the PO or service work order.

• Update service notes and monitor the signal history of the location to ensure that no further false alarms have been generated.

• Investigate in MASterMind the details of the false alarm signals, including outcome of the dispatch.

• Summarize and track dispatch events and resolution in D365, categorizing cases according to established guidelines.

Qualifications:

Education & Experience

• High School Diploma or equivalent required.
• 2+ years of experience in administrative support, customer service, permitting, compliance, billing, or account coordination - Preferred.

Computer & Research Skills

• Strong computer proficiency with the ability to navigate multiple systems and online resources simultaneously.
• Ability to research permit requirements, ordinances, and jurisdictional regulations and apply findings appropriately.

Workload Management & Problem Solving

• Proven ability to manage a high-volume workload, prioritize competing responsibilities, and meet deadlines while maintaining accuracy.
• Ability to investigate and resolve permit issues, billing discrepancies, false alarm fines, and agency inquiries.

Attention to Detail

• Strong attention to detail when processing permits, maintaining records, researching requirements, and ensuring compliance with regulatory standards.

Self-Motivation & Teamwork

• Ability to work independently, manage workload effectively, and make sound decisions within established guidelines.
• Team-oriented with a willingness to assist others to meet departmental goals.

Customer Service & Communication

• Strong written and verbal communication skills.
• Ability to interact professionally with customers, municipalities, law enforcement agencies, and other regulatory entities.

Our Total Rewards package includes (but is not limited to):

• Competitive compensation with incentive eligibility
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Tuition reimbursement
• Employee Assistance Program (EAP)

About Us:

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

Our Values:

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

If you share these ideas, we'd love to hear from you!

Vector Security is an Equal Opportunity Employer

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.