Customer Service Representative - Monitoring

Wireless CCTV LLC; Richardson (TX); On-site; USD 23,866 - 33,992; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid vacation and holidays

401(k) plan with company match

Job summary

A leading security solutions provider based in Richardson, TX is seeking a full-time Customer Service Representative to monitor alarm activity and implement adjustments. The ideal candidate will have experience in B2B customer support, effective communication skills, and a proactive approach. Responsibilities include working with internal teams and partners to ensure the reliability of alarm systems. Benefits include competitive pay up to $21 per hour, comprehensive health coverage, and a 401(k) plan with company match.

Qualifications

• High school diploma or equivalent required, associates preferred.
• 2–4 years of B2B customer support experience required.
• Effective active-listening and interpersonal skills required.

Responsibilities

• Monitor alarm activity and identify false alarms.
• Collaborate with technicians to adjust system settings.
• Prepare reports on alarm performance and reduction efforts.

Skills

Active listening

Verbal communication

Written communication

Problem-solving

Time management

Interpersonal skills

Education

High school diploma or equivalent

Associate's degree in business or related discipline

Tools

Help-desk ticketing applications

Microsoft Office

Job description

Customer Service Representative - Monitoring

Join WCCTV as a Customer Success Representative responsible for analyzing alarm activity, identifying patterns, and implementing adjustments to improve system accuracy. Work closely with internal teams and monitoring partners to ensure alarms are effective and reliable.

Location: U.S. headquarters in Richardson, TX.

Schedule: Tuesday – Saturday, 9:00 am – 6:00 pm. Overtime in evenings, weekends, and holidays on a rotational basis.

Position

Full‑time role within a fast‑paced team.

Primary Responsibilities

• Monitor alarm activity to identify false or nuisance alarms and analyze trends.
• Investigate root causes and implement system adjustments to improve alarm accuracy.
• Collaborate with field technicians, monitoring partners, and end users to fine‑tune system settings.
• Maintain accurate monitoring records and system documentation.
• Support system audits to ensure compliance with company standards.
• Prepare and maintain reports on alarm performance and reduction efforts.

Qualifications

• High school diploma or equivalent required. Associates degree in business or related discipline preferred; certification or formal training in alarm reduction skills preferred.
• 2–4 years of B2B customer or technical support experience required.
• Previous monitoring and/or alarm reduction specialist experience preferred.
• Experience with help‑desk ticketing applications required; intermediate Microsoft Office and e‑mail skills required.
• Effective active‑listening and interpersonal skills required to resolve customer issues and escalations.
• Excellent verbal and written communication skills; ability to build rapport with customers.
• Strong problem‑solving, analytical, and proactive approach to addressing customer needs.
• Strong time‑management, organization, and ability to work under pressure with shifting priorities.
• High attention to detail and follow‑through.
• Competitive pay up to $21.00 per hour based on experience and qualifications.
• Company‑provided medical, dental, vision, short‑term disability, and life insurance plans.
• 10 days paid vacation (increases with length of service) plus seven paid company holidays.
• 401(k) plan with company match up to 4% and immediate vesting.

Compensation & Benefits

• Up to $21.00 per hour.
• Comprehensive medical, dental, vision, short‑term disability, and life insurance coverage.
• Paid vacation: 10 days, increasing with service.
• Paid holidays: seven company holidays.
• 401(k) with up to 4% company match, immediate vesting.

Equal Opportunity Employer

Wireless CCTV LLC is an equal‑opportunity employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, religion, creed, disability, genetic information, national origin, gender, gender identity and expression, age, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state, or local laws.

Candidates must already have work authorization that would permit them to work in the United States.