Customer Service Representative

Rapid Response Monitoring; City of Syracuse (NY); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Paid training

Shift flexibility

Annual salary increases

Medical, Dental, Vision, and 401k

Spanish bilingual bonus

Paid Vacation and Sick Time

Wellness program

Internal advancement opportunities

Job summary

Rapid Response Monitoring is seeking an Alarm Monitoring Specialist to be the first line of defense for residential and commercial properties across North America. This 100% in-office role operates from our Syracuse, NY call center, with second/third shift and weekend differentials.

You will verify events, contact responders, document activity, and maintain high service standards while working in a fast-paced team environment.

Qualifications

• Associate degree, military equivalent, or 2+ years in customer service.
• Must successfully complete RRMS New Hire Operations Training Course.
• Proficient and above average computer knowledge and skills.
• Excellent written and verbal communication skills.
• Successfully clear drug screen and background check to meet industry and security licensing requirements.
• Ability to be licensed in all required areas as defined by RRMS.
• Required to complete steps to achieve a Department of Defense Secret Clearance.

Responsibilities

• Monitor security systems, fire alarms, and emergency signals from residential and commercial properties across North America.
• Verify alarm events and contact appropriate emergency services, clients, or responders within seconds.
• Assess complex situations quickly and remain calm during high priority situations.
• Document alarm activity, calls, and actions taken with precision and professionalism.
• Work independently and collaboratively in a state-of-the-art call center facility to ensure coverage and maintain high service level goals.
• Prepare and handle inbound and outbound calls and alarms.
• Answer inbound calls pertaining to alarm events and account information from customers, authorities, and responding parties.

Skills

Cool-headed

Detail-oriented

Tech-savvy

Reliable

Great communicator

Education

Associate degree / Military equivalent / 2+ years in customer service

Job description

Location

This position is 100%

Location

This position is 100% in-office and reports to our state-of-the-art call center facility on site in Syracuse, NY.

About Rapid Response

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response call center focused on protecting life, residences, and businesses. Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!

Salary Range

• $22.00 per hour
• Second Shift, Third Shift, & Weekend Shift Differentials
• Full-time: $500 hiring bonus after 6 months of employment!
• Part-time: $250 hiring bonus after 6 months of employment!

What You’ll Do

• Be the first line of defense – Monitor security systems, fire alarms, and many different types of emergency signals from residential and commercial properties across North America
• Act fast – Verify alarm events and contact appropriate emergency services, clients, or responders within seconds.
• Stay cool under pressure – Assess complex situations quickly and remain calm during high priority situations.
• Keep accurate records – Document alarm activity, calls, and actions taken with precision and professionalism.
• Support the team – Work independently and collaboratively in a state-of-the‑art call center facility to ensure coverage and maintain high service level goals.
• Versatile – Prepared and ready to handle inbound and outbound calls and alarms
• Be adaptable – Answer inbound phone calls pertaining to alarm events and account information from customers, authorities, and responding parties.

Who You Are

• Cool-headed and calm – You’re the person others turn to in a crisis.
• Detail- oriented – You notice what others miss.
• Tech-savvy – You’re comfortable navigating computer systems and multi-tasking
• Reliable – You show up, stay alert, and handle your shift like a professional
• Great communicator – You can deliver critical information clearly and quickly, both verbally and in documentation.

Qualifications You’ll Need

• Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service
• Must successfully complete and pass the RRMS New Hire Operations Training Course.
• Proficient and above average computer knowledge and skills
• Excellent written and verbal communication skills
• Successfully clear drug screen and background check to meet industry and security licensing requirements
• Ability to be licensed in all required areas as defined by RRMS
• Required to complete the steps necessary to achieve a Department of Defense Secret Clearance.

What Awaits You At Rapid Response

• Paid new hire training
• Shift flexibility (night owls and weekend warriors welcome)
• Annual salary increases and performance bonuses
• Medical, Dental, Vision, and 401k
• Additional compensation for special skills, particularly: bilingual in Spanish
• Paid Vacation and Sick Time
• Wellness Program + Wellness DAYS OFF
• Internal advancement opportunities
• The opportunity to make an impact on communities across the country every day

Join Our Team

If you are still reading this, then this IS the position for you. Every alarm has a story, and every second matters. Be the steady voice on the other end. Become an Alarm Monitoring Specialist at Rapid Response Monitoring call center and start your next career today!

Additional Information

Rapid Response offers competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. Rapid Response is an Equal Opportunity Employer.

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