Specialist Alarm Services

Walgreens Co.; Deerfield (IL); Presencial; USD 21.000 - 46.000; Jornada completa

Descripción de la vacante

Walgreens is seeking a Customer Support Specialist for Security and Fire Life Safety systems to triage issues and provide diagnostic assistance to customers, field technicians, and internal Walgreens teams across retail locations, corporate facilities, distribution centers, and other Walgreens business groups.

You will handle inquiries by phone, email, or ticketing, perform basic remote troubleshooting, dispatch field staff, and coordinate with IT, Asset Protection, and other groups to resolve

Formación

• High School Diploma or GED required.
• Basic computer skills and ability to use common office software.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Experience delivering customer service to internal and external customers.
• Willingness to work in a 365-day operation, including weekends and holidays.

Responsabilidades

• Responds to system support issues via phone, email, and ticket process for Security and Fire Life Safety equipment, including troubleshooting and remotely resolving issues, deploying Field Service technicians and coordinating with third-party vendors for resolution, and escalating as needed.
• Provides assistance to internal Walgreens teams, external partners, and authorities via phone, email, or ticketing, addressing inquiries and troubleshooting problems related to Security & Fire Life Safety Alarm Systems.
• Diagnose technical or operational issues reported by customers and guide them through basic troubleshooting steps to resolve remotely when possible.
• Escalate complex or unresolved issues to appropriate support groups or field service teams for further investigation.
• Use remote access tools to remotely troubleshoot and configure alarm and CCTV systems when necessary.
• Process service requests, including alarm system activations, deactivations, and changes to account information.
• Maintain security pass code and key holder contact information in a central database per policy.
• Communicate clearly and concisely, both verbally and in writing.
• Stay aware of Security Operations and alarm monitoring standards (TMA, NFPA, UL) and product offerings to provide accurate information and upsell where appropriate.
• Operate within NFPA guidelines and UL certification policies to pass annual inspections.
• Adhere to KPIs such as average handling time, first-call resolution, and data standardization.
• Participate in training and meetings to refresh knowledge.
• Perform other duties as assigned.

Conocimientos

Customer service

Basic PC skills

Microsoft Word

Microsoft Excel

Communication skills

Multitasking

Educación

High School Diploma or GED

Herramientas

Remedy

SmartIT

ServiceNow

Verisae

Descripción del empleo

Job Summary

Responsible for triaging and providing customer support, technical assistance, and procedural guidance to customers, field technicians, and internal Walgreens teams including retail locations, corporate facilities, distribution centers, and other business groups within the Walgreens family of companies; related to Security (Burglar, ERS, lighting, camera, DVR, etc.) and Fire Life Safety Alarm systems. Responsible for managing inbound and outbound calls from customers, addressing their inquiries, resolving issues, and providing customer service related to alarm systems, monitoring services, and security solutions. Works to ensure system functionality and compliance with local authorities. Conduct system diagnostics, programming alarm, and CCTV systems, and ensuring the smooth operation of alarm services.

Job Responsibilities

• Responds to system support issues via phone, email, and ticket process for Security and Fire Life Safetyequipment, including Troubleshooting system problems and remotely resolving technical and operational issues, deploying Field Service technicians and communicating issues with third-party vendors for resolution, and following up with other internal departments (IT, Asset Protection, HR, etc.) for resolution and escalation.

• Provides assistance to internal Walgreens teams, external business partners, and federal, state, and local authorities via phone, email, or ticketing system, addressing inquiries, troubleshooting problems, and offering solutions related to Security & Fire Life Safety Alarm Systems.

• Diagnose technical or operational issues reported by customers, guiding them through basic troubleshooting steps to resolve issues remotely when possible.

• Escalate complex or unresolved issues to appropriate support groups or field service teams for further investigation and resolution.

• Use remote access tools when necessary to remotely troubleshoot and configure alarm and CCTV systems.

• Process service requests, including alarm system activations, deactivations, and changes to account information.

• Maintains security pass code information and key holder contact information in a central database and accordance with established policies and procedures.

• Communicates, concisely, and precisely verbally and in writing.

• Maintains awareness of the Security Operations discipline and alarm monitoring organizations (TMA, NFPA, and UL). Stay updated on the latest products, features, and service offerings to provide accurate information and promote upselling opportunities.

• Operates within the National Fire Protection Association guidelines and within UL Certification policy and facility guidelines to enable the Security Operations Center to pass the required annual UL inspection.

• Adhere to Alarm Service’s KPIs (Key Performance Indicators), such as average handling time, first-callresolution, and data standardization.

• Participate in job-related training programs and meetings to continually refresh and update knowledge.

• Perform other duties as assigned.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Basic Qualifications

• High School Diploma or GED.

• Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents, access information online, etc.).

• Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and or or print functions).

• Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and or or printing worksheets).

• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.

• Willing to work in a 365 day operation, including weekends and holidays.

Preferred Qualifications

• At least 2 years of experience in a customer service position.

• Experience in business applications and infrastructure technical support.

• Experience with alarm system/programming (for example: RPS, Compass, MAS, Bold, Honeywell,Ademco, Bosch, Silent Knight, etc.)

• Experience with work management system (for example: Remedy, SmartIT, Service Channel, Service Now, Verisae, etc.)

• Experience with Life / Safety Systems (Fire, Burglar, CCTV).

• Experience responding to fire and burglar alarms.

• Experience communicating in Spanish both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).

We will consider employment of qualified applicants with arrest and conviction records.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled.

Salary Range: $15 - $33.65 / Hourly