Dealer Support Specialist

BECO Holding Company; Birmingham (AL); On-site; USD 21,000 - 30,000; Full time

Job summary

BECO Holding Company in Birmingham, AL is seeking a Dealer Support Specialist to help grow and support dealer networks by handling account administration, technical support, alarm monitoring and occasional shift leadership.

The role involves building relationships with dealers, coordinating internal responses, entering and reviewing accounts, troubleshooting equipment and signal transmission, and providing reliable, confidential service around the clock.

Qualifications

• Customer service experience required.
• Strong verbal and written communication skills.
• Ability to learn monitoring procedures and data entry.
• Detail oriented with good judgment.
• Willingness to work overtime, nights, weekends, holidays.
• Valid driver's license and pass background screening.

Responsibilities

• Build relationships with existing and prospective dealers and onboard them.
• Collaborate with internal teams to manage dealer programs and respond to questions and concerns.
• Maintain clear communication and follow through on outstanding items.
• Enter, update, and review account information for accuracy and compliance.
• Troubleshoot account and signaling issues using data and history; assist with alternate signal delivery.
• Provide Level II central station support and document actions taken; escalate unresolved issues.
• Monitor alarms and coordinate responses according to procedures; contact authorities when required.
• Coordinate shift coverage and provide clear handoffs; perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Attention to detail

Reliability

Adaptability

Education

High school diploma or GED

Job description

The Dealer Support Specialist supports dealer growth and relationships while providing account administration, technical support, alarm monitoring, and shift leadership as needed. This position works with existing and prospective dealers and internal teams to develop programs, resolve issues, and maintain accurate, reliable service.

ESC Central operates 24 hours a day, 7 days a week, 365 days a year. Flexibility is required to support operations outside the primary schedule.

Essential Duties and Responsibilities

Dealer Development and Support

• Build relationships with existing and prospective dealers, identify service needs and growth opportunities, and assist with onboarding.
• Collaborate with internal teams to develop and manage dealer programs and coordinate responses to questions, requests, and concerns.
• Maintain clear communication, document relevant activity, and follow through on outstanding items.

Account Administration and Technical Support

• Enter, update, and review account information, including work completed by others, for accuracy, completeness, and compliance with company procedures.
• Clarify incomplete or conflicting instructions and assist with advanced data entry, account configuration, and programming.
• Troubleshoot account, equipment, and signal transmission issues using signal history and raw data; assist with alternative signal delivery methods as authorized.
• Provide Level II central station support within assigned training and authority, document actions taken, and escale unresolved issues appropriately.
• Protect confidential information and communicate account or system changes to affected personnel.

Alarm Monitoring and Communications

• Monitor and respond to burglary, fire, medical, supervisory, and other alarms according to account instructions and established procedures.
• Contact designated parties and request Police, Fire, or EMS response when required.
• Handle high-volume incoming calls, outbound notifications, call routing, and answering service messages with professionalism and appropriate urgency.
• Assist distressed callers calmly and maintain accurate records of calls, signals, notifications, and actions taken.

Shift Leadership and Operational Coverage

• Perform operator and shift supervisor duties when assigned, including coordinating breaks, maintaining coverage, monitoring staff readiness, and reinforcing company policies.
• Promptly notify appropriate management, on-call, or technical personnel of staffing concerns, shift discrepancies, equipment failures, service disruptions, or signal volume exceeding available capacity.
• Provide clear shift handoffs identifying unresolved issues and required follow-up.
• Perform other related duties as assigned.

Qualifications

Qualifications and Performance Expectations

• High school diploma or GED; at least 18 years of age.
• Valid driver's license or state-issued identification and ability to pass background screening required for applicable licensing.
• Demonstrated customer service experience with strong verbal and written communication skills.
• Ability to learn and apply monitoring procedures, data entry standards, programming, and technical troubleshooting.
• Strong attention to detail, sound judgment, and ability to prioritize competing demands while remaining calm and focused.
• Dependability, accountability, a cooperative attitude, and consistent follow-through.
• Willingness to complete training and work overtime, nights, weekends, holidays, and 8-hour or 12-hour shifts as needed.