Customer Service Representative

Response Monitoring Services, Inc.; City of Syracuse (NY); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and 401k

Annual salary increases and bonuses

Paid Vacation and Sick Time

Shift flexibility and growth

Job summary

Rapid Response Monitoring is seeking an Alarm Monitoring Specialist to work 100% in-office in Syracuse, NY. You’ll monitor alarms across residential and commercial properties, verify events, and coordinate with responders to protect lives and property.

The role emphasizes calm decision-making, clear communication, and reliable performance in a fast-paced environment with shifts including nights and weekends. Competitive benefits accompany a strong team culture.

Qualifications

• Associate degree, Military equivalent, or 2+ years of relevant work experience 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 the steps necessary to achieve a Department of Defense Secret Clearance.

Responsibilities

• Be the first line of defense – Monitor security systems, fire alarms, and emergency signals across North America
• Act fast – Verify alarm events and contact appropriate services within seconds
• Stay cool under pressure – Assess complex situations quickly
• Keep accurate records – Document alarm activity and actions with precision
• Support the team – Work independently and collaboratively in a state-of-the-art call center
• Versatile – Handle inbound and outbound calls and alarms
• Be adaptable – Answer inbound calls pertaining to alarm events and account information.

Skills

Calm under pressure

Detail oriented

Tech savvy

Reliable

Great communicator

Education

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

Job description

You are supported every step of the way with focused training, a collaborative team-based environment, and approachable leaders.

Community

Get Involved

We are active members of the community. We volunteer for causes we care about and sponsor local organizations and events.

Support

#TeamRapid

More than just a job –
become a member of the team, build relationships, and achieve together.

Our Mission

Every day we provide peace of mind,
secure our customer’s communities,
and protect lives and property.

We offer extensive medical, dental,
vision, life insurance, gym
memberships, and much more!

Meet your goals with our 401k match,
credit union membership, paid vacation,
and opportunities for overtime.

Grow with us.
92% of senior leadership started
in an entry level role.

Enjoy pizza Fridays, event ticket
giveaways, reward programs,
and an ultra-modern campus.

We serve a growing market that
is rapidly expanding as the world
becomes even more connected.

Founded in Syracuse, NY in 1992, we are now serving the industry from multi-redundant Command Centers in Syracuse and Corona, CA, as well as from a Customer Care Center in Henderson, NV. We are a critical response security company focused on saving lives and protecting homes and businesses. Whether it’s a fire at a family home, an armed intruder at a business, a missing vehicle, an evening jogger, or a lone family member having a medical emergency, our “heroes” are there to help every day. Supported by teams of experts in their respective fields, our highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.

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

• 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.