Monitoring Specialist

Guardian-Alarm; Southfield (MI); On-site; USD 38,000 - 54,000; Full time

Job summary

Guardian-Alarm in Southfield, MI monitors signals from customer alarm systems and dispatches authorities to prevent harm or damage. You will notify customers of trouble signals and handle non-emergency alerts, taking detailed notes on each account and coordinating with internal teams.

You will answer and triage incoming calls, provide information, and deliver basic technical support while following company procedures. Reliability and calm under pressure are essential for success.

Qualifications

• High School Diploma or GED required.
• 1–2 years of customer service experience required.
• Some college preferred.
• Strong verbal and written communication skills.
• Ability to multi-task and stay organized.
• Ability to follow specific procedures and instructions.
• Flexibility with hours and days.
• Remain calm in stressful environments.

Responsibilities

• Monitor alarm signals; interpret and respond to activations by dispatching authorities to prevent injury, loss of life, or damage.
• Notify customers of trouble or non-emergency signals such as power loss, low battery, or communication failures.
• Answer and assess incoming calls; transfer to appropriate parties and provide information.
• Record all necessary information on accounts for calls/alarms.
• Communicate clearly to customers, authorities, and responders.
• Provide technical support as needed and follow service/inspection procedures.
• Assist other departments and specialists with special projects.
• Participate in training and keep knowledge up to date.
• Maintain building security and team operations per company policies.

Skills

Multi-tasking

Organizational skills

Attention to detail

Follow procedures

Computer and phone skills

Verbal and written communication

Team player

Troubleshooting

Flexible days and hours

Calm under pressure

Regular attendance

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 hours
• Ability 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.