Overnight Customer Service Representative

Resilient Risk, LLC; City of Syracuse (NY); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Paid training

Shift flexibility

Annual raises & bonuses

Medical/Dental/Vision/401k

Spanish language bonus

Job summary

Rapid Response Monitoring is seeking an Alarm Monitoring Specialist for in-office work at our Syracuse, NY facility. You will monitor security systems and alarms, verify events, and contact responders as needed. The role requires strong communication, technical aptitude, and the ability to remain calm under pressure.

We offer paid training, shift flexibility, and opportunities for advancement. Benefits include medical, dental, vision, and 401(k), plus annual raises and performance bonuses.

Qualifications

• Associate degree or 2+ years of customer service experience.
• Must complete RRMS New Hire Operations Training Course.
• Proficient computer knowledge and written/verbal communication skills.
• Clear drug screen and background check to meet licensing requirements.
• Must be able to obtain Department of Defense Secret Clearance.

Responsibilities

• Monitor security systems and alarms for residential and commercial properties across North America.
• Verify alarm events and contact appropriate services or responders within seconds.
• Document alarm activity and actions taken with accuracy.
• Work independently and in a call center to ensure coverage and high service levels.
• Handle inbound and outbound calls and alarms with preparedness and adaptability.

Skills

Customer service

Excellent communication

Tech-savvy

Detail-oriented

Calm under pressure

Education

Associate degree or Military equivalent

Job description

Location

This position is 100% in-office and reports to our state-of-the-art call center facility on site in Syracuse, NY.

About Rapid Response

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response call center focused on protecting life, residences, and businesses. Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!

Salary Range:

• $22.00 per hour
• Second Shift, Third Shift, & Weekend Shift Differentials
• Full-time: $500 hiring bonus after 6 months of employment!
• Part-time: $250 hiring bonus after 6 months of employment!

What You’ll Do:

• Be the first line of defense – Monitor security systems, fire alarms, and many different types of emergency signals from residential and commercial properties across North America
• Act fast – Verify alarm events and contact appropriate emergency services, clients, or responders within seconds.
• Stay cool under pressure – Assess complex situations quickly and remain calm during high priority situations.
• Keep accurate records – Document alarm activity, calls, and actions taken with precision and professionalism.
• Support the team – Work independently and collaboratively in a state-of-the-art call center facility to ensure coverage and maintain high service level goals.
• Versatile – Prepared and ready to handle inbound and outbound calls and alarms
• Be adaptable – Answer inbound phone calls pertaining to alarm events and account information from customers, authorities, and responding parties.

Who You Are:

• Cool-headed and calm – You’re the person others turn to in a crisis.
• Detail- oriented – You notice what others miss.
• Tech-savvy – You’re comfortable navigating computer systems and multi-tasking
• Reliable – You show up, stay alert, and handle your shift like a professional
• Great communicator – You can deliver critical information clearly and quickly, both verbally and in documentation.

Qualifications You’ll Need:

• Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service
• Must successfully complete and pass the RRMS New Hire Operations Training Course.
• Proficient and above average computer knowledge and skills
• Excellent written and verbal communication skills
• Successfully clear drug screen and background check to meet industry and security licensing requirements
• Ability to be licensed in all required areas as defined by RRMS
• Required to complete the steps necessary to achieve a Department of Defense Secret Clearance.

What awaits you at Rapid Response

• Paid new hire training
• Shift flexibility (night owls and weekend warriors welcome)
• Annual salary increases and performance bonuses
• Medical, Dental, Vision, and 401k
• Additional compensation for special skills, particularly: bilingual in Spanish
• Paid Vacation and Sick Time
• Wellness Program + Wellness DAYS OFF
• Internal advancement opportunities
• The opportunity to make an impact on communities across the country every day

Join Our Team

If you are still reading this, then this IS the position for you. Every alarm has a story, and every second matters. Be the steady voice on the other end. Become an Alarm Monitoring Specialist at Rapid Response Monitoring call center and start your next career today!

Additional Information

Rapid Response offers competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. Rapid Response is an Equal Opportunity Employer.