Monitoring Specialist

Guardian Alarm; Southfield (MI); Hybrid; USD 25,000 - 30,000; Full time

Job summary

Guardian Alarm is seeking a Monitoring Specialist to monitor signals from customer alarm systems and respond with accurate information to authorities. Dispatch police, fire, and medical responders to prevent injuries and property damage while notifying responsible parties of activations.

You will also inform customers of trouble signals, communicate with internal and external customers, and handle calls with professionalism. Training and team support are emphasized.

Qualifications

• 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.
• Team-oriented environment experience.
• Ability to troubleshoot and find solutions.
• Flexible days and hours.
• Remain calm in stressful environments.
• High School Diploma or GED required; some college preferred.
• Regular and reliable attendance.

Responsibilities

• Monitor alarm signals; interpret activations and dispatch authorities to prevent injury or damage.
• Notify customers of trouble or non-emergency signals like power or communication failures.
• Communicate effectively with internal and external customers and follow procedures.
• Answer and assess incoming calls, transfer as needed, and provide information.
• Record information on accounts related to calls and alarms.
• Communicate clearly to authorities and responding parties.
• Answer multiple lines and assist callers via troubleshooting or voicemail.
• Provide technical support as needed and follow service procedures.
• Analyze customer inquiries and determine correct actions.
• Maintain building security and team operations per company policies.
• Assist other departments and specialists on projects.
• Participate in training and meetings to refresh knowledge.
• Assist in upkeep of the Customer Operations team floor.

Skills

Multi-tasking

Organizational skills

Follow procedures

Computer skills

Verbal communication

Written communication

Team player

Troubleshooting

Flexibility

Attendance

Customer service experience

High school diploma or GED

Education

High School Diploma or GED

Some college preferred

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.