Central Monitoring & Alarm Dispatch Specialist

Ampcus Inc; Irving (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Ampcus Inc. is seeking a Customer Services Professional to join our team in Irvine, TX. The Central Monitoring Station (CMS) Operator will monitor alarms, process service requests, and dispatch personnel while delivering high-quality customer support.

The ideal candidate will have 1–3 years of sales or customer service experience, strong communication skills, and proficiency with data-entry and Windows/Word. This is a second-shift role from 02:00 PM to 10:00 PM requiring dependable attendance.

Qualifications

• High school diploma or GED with related/equivalent experience; or an Associate's degree.
• 1–3 years of sales or customer service experience.
• Strong verbal and written communication skills, especially for telephone-based interactions.
• Excellent customer service skills.
• Ability to work in a dynamic, fast-paced environment.
• Ability to navigate computerized data-entry systems and relevant applications.
• Working knowledge of Microsoft Windows and Microsoft Word.
• Familiarity with internet-based applications and tools.

Responsibilities

• Monitor and process alarms received through the Central Monitoring Station (CMS).
• Continuously monitor the alarm signal queue and acknowledge incoming alarms.
• Receive, process, and dispatch after-hours calls for service.
• Receive customer calls regarding service requests, account information, and other inquiries.
• Create and maintain service tickets in the service database.
• Monitor, support, and troubleshoot alarm systems.
• Determine the appropriate response to alarm signals and dispatch authorized personnel or emergency authorities as required.
• Contact and dispatch on-call service technicians for after-hours service needs.
• Document all calls, actions taken, and resolutions using appropriate codes and detailed notes.
• Log dispatched calls into the system activity report.
• Generate statistical and investigative reports for management.
• Deliver consistently professional and high-quality customer service.
• Demonstrate active listening and communicate clearly and effectively with customers, agencies, and field personnel.
• Manage call duration while maintaining service quality.
• Follow established emergency procedures and response protocols.
• Participate in monthly training sessions.
• Review and critique recorded customer interactions to improve communication and customer service skills.
• Perform other related duties as assigned.

Skills

Verbal & written communication

Customer service

Data entry / computer skills

Windows & MS Word

Internet tools familiarity

Multitasking

Education

High school diploma or GED / Associate's degree

Tools

Microsoft Word

Data-entry systems

Windows OS

Job description

Ampcus Inc. is seeking a Customer Services Professional to join our team in Irvine, TX. The Central Monitoring Station (CMS) Operator will monitor alarms, process service requests, and dispatch personnel while delivering high-quality customer support.

The ideal candidate will have 1–3 years of sales or customer service experience, strong communication skills, and proficiency with data-entry and Windows/Word. This is a second-shift role from 02:00 PM to 10:00 PM requiring dependable attendance.