Central Station Monitor – 1st Shift

About the role

Datawatch Systems Inc. has an immediate career opportunity for a Central Station Monitor. This high-volume, in and out bound call center position provides support for alarm monitoring and access control calls received within the Central Monitoring Station (CMS). Other duties as assigned. Bethesda headquarters is Metro accessible.

Schedule

• Sunday - Thursday, 3:00 pm - 11:00 pm
• Employment starts with three weeks of paid training onsite in our Bethesda office. Hours for training are 11:00 am - 7:00 pm Monday - Friday.

Responsibilities

• Provide excellent customer service and always maintain professional decorum
• Inform customers when alarms are triggered at their site and the status of the alarm
• Record interactions with customers
• Request updates to customer's accounts when errors are discovered
• Work with internal teams to identify potential issues and work to resolve the issues
• Process incoming calls, accurately, to employees or departments
• Understand and disseminate information about the company's capabilities
• Assess, evaluate, and escalate opportunities for problem-solving

Qualifications

• High School Diploma or equivalent required
• Display high proficiency in written and verbal communication
• Organizational skills, including the ability to efficiently switch between tasks
• Type a minimum of 35 WPM
• Demonstrate computer skills to navigate multiple software applications
• Punctuality and attendance is crucial. Applicants must be reliable and have flexible scheduling availability for weekends, holidays, or extended hours if needed
• Ability to pass state required training or other qualifications for licensing

Skills

• Experience using a multi-line phone or soft phone use preferred
• 1-3 years of customer service preferred
• Minimum 1-year high volume call center or 911 communications preferred
• Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus

Pay

$19.00/hour