Customer Service Representative - Alarm Monitoring

National Monitoring Center; Irving (TX); On-site; USD 37,000 - 46,000; Full time

Benefits offered by this job

401k

Medical

Dental

Vision coverage

PTO

Weekly pay

Direct Deposit

And more

Job summary

National Monitoring Center in Irving, TX is hiring an Alarm Monitoring Agent to process alarm signals for clients via outbound and inbound calls in an in-office setting.

This full-time, nonexempt role offers paid training, weekly pay, and benefits. Shifts include evenings and weekends, with licensing through BSIS/TOPS sought after hire.

Qualifications

• High School Diploma or Equivalent required.
• At least 1 year of customer service experience.
• Strong written and verbal communication skills.
• Proficient use of Microsoft Office applications.

Responsibilities

• Process alarm signals for clients via outbound and inbound calls.
• Dispatch agencies and relay information to alarm companies.
• Maintain accuracy and quality while handling alarms.
• Participate in paid training as part of onboarding.

Skills

Verbal communication

Customer service

Computer skills

Attention to detail

English fluency

Typing

Time zone math

Education

High School Diploma or Equivalent

Tools

Microsoft Office

Job description

Description

Job Title: Alarm Monitoring Agent

Job Location: Irving, TX - In office

Job Type: Full-Time; Nonexempt

Shift Times

• 9:00 am -5:30 pm Tuesday and Wednesday off
• 10:00 am - 6:30 pm Monday and Tuesday off
• 4:00 pm - 12:30 am Tuesday and Wednesday off
• 1:00 am - 9:30 am Monday and Tuesday off

Pay Rate: $18.00 per hour

Since 2001, National Monitoring Center has been an industry leading third party Alarm System monitoring company, and a member of the Netwatch Group. Each member of the Netwatch Group aims to bring a sense of safety to all our customers across the globe.

Further details regarding our organization can be found at www.NMCcentral.com

To review our Privacy Policy, please follow this link: https://netwatchglobal.ai/privacy-policy/

Would you describe yourself as

• Precise
• Having a Strong Follow Through
• Open Minded
• Enthusiastic to Learn
• Problem Solver
• Meticulous
• Honest
• Determined

If this specifically describes you, please continue reading the job description!

Job Description

Alarm room operators are expected to process alarm signals for clients through outbound telephone calls as well as handle inbound calls from clients regarding alarm signals and other functions regarding their accounts. Alarm signals include burglary, hold-up, medical, fire alarms, and a variety of status-based trouble, supervisory, or maintenance signals. Interactions will include conversations with customers, dispatching agencies such as police and fire departments, and relaying information to individual alarm companies.

National Monitoring Center trains their Alarm Room Operators as part of the on-boarding process. Training is fully paid for by the Company and is conducted as part of the employees’ regular work-shift.

The Alarm Room Operator position is classified as nonexempt, and any hours worked greater than 40 will be paid in accordance with applicable state regulations. Our employees are paid on a weekly basis.

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.

Requirements

Responsibilities and Duties

• This position requires strong verbal communication and customer service skills.
• This is a computer-based position with communication happening by telephone only.
• There are no sales and no call quotas to meet with this position.
• The requirements are to deliver exceptional customer service and maintain quality and accuracy while processing alarms

The position also requires candidates to have, or be able to perform, the following:

• Clear consistent speech in English
• Positive phone presence
• Strong attention to detail
• Proficient use of a computer for typing, reading, and interpreting documents and information
• Basic mental math for converting various time zones
• Ability to work in-office; be punctual and arrive at work on time
• Ability to remain focused and awake while working
• Ability to work at a desk for extended periods of time (sitting or standing)
• Ability to work holidays and weekends when a weekend or holiday falls on scheduled work-shift

Qualifications and Skills

• Required - High School Diploma or Equivalent
• One year customer service experience
• Strong written and communication skills required
• Solid computer skills, including ability to work effectively and efficiently within Microsoft office required
• Proven ability to learn processes, procedures and computer software quickly required
• Must be able to obtain licensing through BSIS/TOPS

Work Environment

This job operates in a clerical, open-environment, office setting. This role routinely uses standard office equipment such as computers and phones. This is an in-office position.

Physical Demands

This is a largely sedentary role.

Position Type and Expected Hours of Work

This is a full-time, non-exempt position. Employees are expected to work both weekend days and all employees are expected to work Holidays that fall on their scheduled shift. Agents are usually on the shift they are hired on for a minimum 1 year, before being allowed to change to another shift.

Training

Paid training for this position will be provided to all new hires via a 6-week new hire training program. The training class is planned to start October 5th and will be Monday- Friday from 7:00 am to 3:30 pm. The training schedule requires full attendance.

Shifts

• 9:00 am -5:30 pm Tuesday and Wednesday off
• 10:00 am - 6:30 pm Monday and Tuesday off
• 4:00 pm - 12:30 am Tuesday and Wednesday off
• 1:00 am - 9:30 am Monday and Tuesday off

Company Benefits

• 401k
• Medical
• Dental
• Vision coverage
• PTO
• Weekly pay
• Direct Deposit
• And more

As a dynamic organization, business needs and priorities change from time-to-time. As a result, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

It is the policy of the Netwatch Group to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Employment-at-Will: Employment at Netwatch Group is at-will and for no specific duration. This means that either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, except as otherwise provided by law or written agreement.