Monitored Services Coordinator

South Western Communications; Nashville (TN); Hybrid; USD 25,000 - 39,000; Full time

Job summary

South Western Communications seeks a Monitored Services Coordinator to manage the lifecycle of monitored accounts, from creation and setup to ongoing supervision and modification. You will serve as a key liaison between technical teams and customers to ensure monitored services are correctly configured and maintained to high standards.

Your responsibilities include account setup verification, regular supervision audits, changes and deactivations, communicator programming assistance, user code

Qualifications

• High school diploma or equivalent.
• Experience in security monitoring, alarm systems, or technical support is desirable.
• Strong attention to detail and organizational skills.
• Excellent communication and customer service abilities.
• Familiarity with communicator programming and alarm panel systems.
• Proficiency in using monitoring software.

Responsibilities

• Account Creation & Setup Monitoring: Verify and validate new monitored account setups, ensure data/configs entered, coordinate with installation teams.
• Account Supervision Monitoring: Regularly auditing active accounts, identify discrepancies, monitor alerts, daily check-ins on overnight signals.
• Account Modifications & Changes: Process and track changes including zone updates, contact changes, service level adjustments.
• Communicator Programming: Assist with or oversee programming of communicators and troubleshoot issues.
• Security System User Code Management: Handle user code changes and maintain secure access records.
• Customer Support: Provide responsive support regarding setup, changes, and troubleshooting; educate customers on best practices.

Skills

Attention to detail

Organizational skills

Communication skills

Customer service

Education

High school diploma or equivalent

Tools

Alarm panel systems

Monitoring software

Communicator programming

Job description

Title: Monitored Services Coordinator Reports to: Director of Service

Class: Full-Time Type: Hourly

Position Summary:

The Monitored Services Coordinator plays a critical role in ensuring the integrity, accuracy, and responsiveness of monitored accounts. This position is responsible for overseeing the lifecycle of monitored accounts—from creation and setup to ongoing supervision and modification. The Monitored Services Coordinator serves as a key liaison between technical teams and customers, ensuring that all monitored services are configured correctly and maintained to the highest standards.

Account Creation & Setup Monitoring

• Verify and validate new monitored account setups.
• Ensure all required data and configurations are accurately entered into monitoring systems.
• Coordinate with installation teams to confirm communicator programming and connectivity.

Account Supervision Monitoring

• Regularly auditing active accounts for proper supervision settings.
• Identify and resolve discrepancies or missing supervision parameters.
• Monitor system alerts and divert issues as needed.
• Daily check-ins on accounts and customer calls regarding overnight signals and missed test events.

Account Modifications & Changes

• Process and track changes to monitored accounts, including zone updates, contact changes, and service level adjustments.
• Ensure all modifications are documented and implemented correctly.
• Deactivation of monitored accounts when systems are placed out of service.

Communicator Programming

• Assist with or oversee the programming of communicators for new and existing accounts.
• Troubleshoot communication issues and coordinate with technical support when necessary.

Security System User Code Management

• Handle user code changes and updates for remote managed systems.
• Maintain secure records of user access levels and permissions.

Customer Support

• Provide responsive and knowledgeable support to customers regarding their monitored accounts.
• Address inquiries related to account setup, changes, and troubleshooting.
• Educate customers on best practices for maintaining their monitored systems.

Qualifications:

High school diploma or equivalent.

Experience in security monitoring, alarm systems, or technical support is highly desirable.

Strong attention to detail and organizational skills.

Excellent communication and customer service abilities.

Familiarity with communicator programming and alarm panel systems is a plus.

Proficiency in using monitoring software.

Working Conditions:

Office-based with occasional remote support capabilities.

May require occasional after-hours support depending on customer needs or system alerts.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.