Customer Service/Call Center Representative

About the role

Answers, responds to, and follows up regarding alarm activity by performing some or all of the following duties: Verifies, responds to, and dispatches on emergency signals. Answers incoming calls. Operates under close supervision during the first 30 days. Notifies customers of non-emergency signals. Notifies responders on emergency signals after dispatch. Processes basic data changes to customer accounts.

Responsibilities

• Verifies, responds to, and dispatches on emergency signals.
• Answers incoming calls.
• Operates under close supervision during the first 30 days.
• Notifies customers of non-emergency signals.
• Notifies responders on emergency signals after dispatch.
• Processes basic data changes to customer accounts.

Requirements

• Must be licensed to work in all States mandating requirements.
• Must be proficient in the verification and dispatching of alarms to police/fire agencies.
• Must know the different types if signals and the SOP’s for each signal.
• Must be able to meet minimum productivity standards set.
• Must meet minimum quality standards set for them.
• Requires weekend, holiday and shift work and may require mandatory overtime.

Qualifications

• High School Diploma or General Education Degree (GED).
• One to three months related experience or related training/certification preferred.

Skills

• Self-motivated and a professional attitude.
• Excellent communication and listening skills.
• Excellent teambuilding, customer service, and interpersonal skills.
• Good decision making skills, very organized and detail oriented.
• Proficient with personal computer, keyboard, fax machine, copy machine and telephone.
• Able to work overtime as requested by management.
• Able to use discretion and problem analysis.
• Able to work effectively with others.
• Able to work as part of a dynamic team and be flexible.
• Able and willing to make key contributions to the growth of the business.
• Able to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Able to effectively present information to top management, public groups, and/or boards of directors.
• Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Able to interpret a variety of documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to write routine reports and correspondence.
• Able to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
• Able to concentrate on a task over a period of time without being distracted.
• Able to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.

Physical Demands

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.

Work Environment

This position is onsite at 2210 Landmark Place, Manasquan NJ 08736. While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate. Normal office environment.

Pay and Benefits

The pay range for this role is $20.00 - $24.00 an hour. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays. In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.