Customer Service Supervisor

Response Monitoring Services, Inc.; City of Syracuse (NY); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Shift flexibility (night owls and

Annual salary increases

Medical, Dental, Vision, and 401k

Additional compensation for bilingual

Paid Vacation and Sick Time

Wellness Program + Wellness DAYS OFF

Internal advancement opportunities

Make an impact on communities across

Job summary

Rapid Response Monitoring is seeking a Contact Center Supervisor in Syracuse, NY. This 100% in-office role supports and leads Specialists handling emergency alarms and calls, focusing on real-time metrics and service level goals.

You will supervise day-to-day activities, coordinate training, monitor call traffic across platforms, and ensure staffing and confidentiality while upholding the company mission to protect lives and property. Hours are 2nd and 3rd shifts with $28–$32 per hour pay.

Qualifications

• Associate degree, equivalent Military or 2+ years of relevant work experience in customer service
• 3-year management, supervisory or leadership experience preferred
• 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
• Required, weekend availability

Responsibilities

• Directly supervises, supports, and guides the day-to-day activities of the Specialists that are handling emergency alarms and calls
• Responsible for supporting the Specialists by providing appropriate resolution technique in real-time
• Identify deficiencies or areas of opportunity and coordinate appropriate training needs for the Specialists
• Develop and implement tracking mechanisms and workflows that provide clear insight into staff performance and supports ongoing development
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Engage with customer and service providers to serve as point person for escalated situations that may require the assistance of other departments or on-call personnel
• Accountable for overseeing staffing levels, attendance, and allocation of resources to ensure adherence to service level goals and organizational objectives
• Prepared to handle in-bound and out-bound call traffic as needed
• Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions
• Protect employee and company privacy with the utmost confidentiality and organizational integrity

Skills

Customer service experience

Supervisory experience

Communication skills

Computer proficiency

Drug screen & background check

Security clearance (DoD)

Weekend availability

Licensing requirements

Team leadership

Education

Associate degree or Military equivalent

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.

This position is 100% in-office and reports to our facility on site in Syracuse, NY.

Job Summary

The Contact Center Supervisor is responsible for supporting and leading our Specialists while they are focused on saving lives and protecting property. The Contact Center Supervisor will be prepared to aid in all emergency dispatches and circumstances that require an escalated response. The Supervisors will focus on real-time data metrics to ensure the department is properly aligned and meeting customer service and service level expectations. Our supervisors lead by example and are consistently dedicated to the company mission of protecting life and property.

Hours

• 2nd Shift (1500 - 2330)
• 3rd Shift (2300 - 0730)

Salary Range

• $28.00 per hour - $32.00 per hour
• Second Shift, Third Shift, & Weekend Shift Differentials

Responsibilities

• Directly supervises, supports, and guides the day-to-day activities of the Specialists that are handling emergency alarms and calls
• Responsible for supporting the Specialists by providing appropriate resolution technique in real-time

emergencies and potentially sensitive situations

• Identify deficiencies or areas of opportunity and coordinate appropriate training needs for the Specialists
• Develop and implement tracking mechanisms and workflows that provide clear insight into staff performance and supports ongoing development
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Engage with customer and service providers to serve as point person for escalated situations that may require the assistance of other departments or on-call personnel
• Accountable for overseeing staffing levels, attendance, and allocation of resources to ensure adherence to service level goals and organizational objectives
• Prepared to handle in-bound and out-bound call traffic as needed
• Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions
• Protect employee and company privacy with the utmost confidentiality and organizational integrity

Qualifications

• Associate degree, equivalent Military or 2+ years of relevant work experience in customer service
• 3-year management, supervisory or leadership experience preferred
• 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
• Required, weekend availability

Working Conditions

• Work is performed in an office environment. Employee may be subject to some lifting up to 10lbs

Equipment Used

• Ability to use general office equipment

What awaits you at Rapid Response

• Shift flexibility (night owls and weekend warriors welcome)
• Annual salary increases
• 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

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 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!

Located in Franklin Square, Rapid Response prides itself as a newly remodeled state-of-the-art facility containing ultra-modern technology. From touch-free entrances and continual sanitization to iPad break rooms and comfortable lounge areas, our employees enjoy a pristine and contemporary work environment.

Additional Information

Rapid Response offers a 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.