Central Station Monitor – 1st Shift

Datawatch Systems, Inc; Silver Spring (MD); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K Plan with employer match

Employee Assistance Program

Paid holidays, sick and vacation

Job summary

Datawatch Systems Inc. in Bethesda, MD seeks a Central Station Monitor to support alarm monitoring and access control calls from the CMS. Training is onsite in Bethesda for three weeks, with a Friday-Monday schedule and early morning hours.

Responsibilities include providing excellent customer service, recording interactions, and coordinating with internal teams to resolve issues. Applicants must pass background checks and the role requires flexible weekend availability.

Qualifications

• High School diploma or equivalent required.
• Excellent written and verbal communication.
• Must be reliable with flexible scheduling on weekends/holidays.
• Experience with high-volume call centers or 911 communications preferred.
• Knowledge of Access Control, Fire, and Burglary systems is a plus.

Responsibilities

• Provide customer service in a high-volume call center.
• Inform customers when alarms are triggered and report status.
• Record interactions with customers.
• Update customer accounts when errors are found.
• Collaborate with internal teams to resolve issues.
• Process calls to employees or departments accurately.
• Explain company capabilities to customers.
• Identify opportunities for problem-solving.

Skills

Communication skills

Typing 35 WPM

Multiline phone

Customer service

Punctuality

Licensing training

Call center experience

Access control knowledge

Education

High School Diploma or equivalent

Tools

Softphone

Phone system

Job description

Overview

Datawatch Systems Inc. has an immediate career opportunity for a Central Station Monitor. This high-volume, in and out bound call center position provides support for alarm monitoring and access control calls received within the Central Monitoring Station (CMS). Other duties as assigned. Bethesda headquarters is Metro accessible.

Schedule is Friday - Monday, 5 am - 3 pm. Employment starts with three weeks of paid training onsite in our Bethesda office. Hours for training are 11 am - 7 pm Monday - Friday.

Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294

• Location: Bethesda, MD
• Travel: No
• Pay Rate: $20.00/hour

Responsibilities

• Provide excellent customer service and always maintain professional decorum
• Inform customers when alarms are triggered at their site and the status of the alarm
• Record interactions with customers
• Request updates to customer's accounts when errors are discovered
• Work with internal teams to identify potential issues and work to resolve the issues
• Process incoming calls, accurately, to employees or departments
• Understand and disseminate information about the company's capabilities
• Assess, evaluate, and elevate opportunities for problem-solving

Qualifications

• High School Diploma or equivalent required
• Display high proficiency in written and verbal communication
• Organizational skills, including the ability to efficiently switch between tasks
• Type a minimum of 35WPM
• Demonstrate computer skills to navigate multiple software applications
• Punctuality and attendance is crucial. Applicants must be reliable and have flexible scheduling availability for weekends, holidays, or extended hours if needed
• Ability to pass state required training or other qualifications for licensing
• Experience using a multi-line phone or soft phone use preferred
• 1-3 years of customer service preferred
• Minimum 1-year high volume call center or 911 communications preferred
• Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus

Benefits

Choice of Medical Insurance plans

Dental Insurance

Vision Insurance

Medical and Dependent Care FSA Accounts

401K Plan with a discretionary employer match

529 Plan Access

Employee Assistance Program

Commuter and Parking Benefit

Short-term Disability and Long-term Disability Insurance

Employer-paid 50K Life and AD&D Insurance

Voluntary Life Insurance for Employee, Spouse and Children

Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage

Annual performance Evaluation and salary adjustment consideration

Paid holidays, sick and vacation leave

Job-related tuition reimbursement