Monitoring Specialist

Guardian Alarm Company of Michigan Jobs; Southfield (MI); On-site; USD 19,000 - 30,000; Full time

Job summary

Guardian Alarm Company of Michigan is seeking a Monitoring Specialist to monitor customer alarm systems, interpret activations, and dispatch authorities as needed. You will notify customers of trouble signals and provide information to internal and external stakeholders.

The role requires strong multitasking, excellent communication, and reliable attendance. You will work with a team, handle multiple calls, and support service and inspection requests while maintaining security procedures.

Qualifications

• Requires High School Diploma or GED; some college preferred.
• Ability to multi-task and manage multiple calls.
• Strong organizational skills and attention to detail.
• Proficient computer and phone skills; able to work across programs.
• Excellent verbal and written communication; team player.
• Regular and reliable attendance; customer service experience.

Responsibilities

• Monitor alarm signals; interpret activations and dispatch police, fire, or medical authorities.
• Notify customers of trouble or non-emergency signals (power failure, low battery, etc.).
• Communicate effectively with internal and external customers; follow policies.
• Answer and assess calls; transfer to appropriate parties and provide information.
• Record necessary information on accounts pertaining to calls/alarms.
• Communicate clearly to provide information to customers, authorities, and responders.
• Answer multiple lines professionally; troubleshoot, transfer, or voicemail as needed.
• Provide technical support as needed; follow service/inspection procedures.
• Analyze customer inquiries and determine correct action.
• Maintain building security and team operations per policies to ensure safety.
• Assist other departments and Specialists with special projects.
• Participate in training and meetings to refresh knowledge.
• Help upkeep of Customer Operations team floor.

Skills

Multitasking

Organization

Procedural Compliance

Tech Proficiency

Communication

Teamwork

Problem Solving

Flexible Scheduling

Calm Under Pressure

HS Diploma/GED

Some College

Attendance

Customer Service

Education

High School Diploma or GED

Some College

Job description

The Monitoring Specialist is responsible to monitor signals from customer alarm systems and respond to signals by providing accurate information to the proper authorities.

• Monitor alarm signals; interpret and respond to alarm activations by dispatching police, fire, and medical authorities to prevent injury, loss of life, and/or property damage, as well as, notifying responsible parties of alarm activations.
• Notify customers of trouble, or other non-emergency signals that can include power failure, low battery, communication failure, temperature notifications, and any other signals that might indicate a problem or concern.
• Communicate effectively with internal and external customers. Follow all departmental and company policies and procedures.
• Answer and assess incoming telephone calls, transfer calls to the appropriate party/parties, and provide information to the customers.
• Record all necessary information on accounts pertaining to calls and/or alarms received
• Communicate clearly and calmly to provide all necessary information to internal and external customers, authorities, and responding parties.
• Answer multiple telephone lines. Respond to each caller in a professional and helpful manner while gathering information, troubleshooting, transferring calls, or putting callers into voice mail.
• Provide technical support as needed. Follow procedures for service and inspection requests.
• Communicate and analyze customer inquiries and determine a correct course of action.
• Adhere to and maintain building security and Customer Operations Team operations following company procedures and policies to provide a safe and productive environment.
• Assist other departments and Specialists with special projects to support a teamwork atmosphere for the benefit of our customers and the company.
• Participate in job related training programs and meetings to continually refresh and update knowledge.
• Assist in the upkeep of the Customer Operations team floor.

Required Skills, Abilities, Education & Experience:

• Ability to multi-task
• Strong organizational and attention to detail skills
• Ability to follow specific procedures and instructions
• Proficient computer and phone skills and ability to work on multiple programs at one time
• Professional and articulate verbal and written communication skills
• Being able to work in a team environment
• Ability to troubleshoot and find solutions and resolutions
• Ability to work flexible days and hoursAbility to remain calm in stressful environment
• High School Diploma or G.E.D. required
• Some college preferred
• Regular and reliable attendance record
• 1-2 years of customer service experience required

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.