Monitored Services Coordinator

Company Overview

South Western Communications (SWC) is a trusted source for communication, physical security, and life‑safety solutions serving healthcare, education, detention, and commercial customers. SWC uses a consultative approach to conduct in‑depth needs analyses, selects best‑in‑class products, and creates integrated solutions that meet customer goals and ensure flawless integration.

Reports to: Director of Service | Class: Full‑Time | Type: Hourly

Position Summary

The Monitored Services Coordinator plays a critical role in ensuring the integrity, accuracy, and responsiveness of monitored accounts. This position oversees the lifecycle of monitored accounts—from creation and setup to ongoing supervision and modification—and serves as a key liaison between technical teams and customers.

Key Responsibilities

• Verify and validate new monitored account setups, ensuring all required data and configurations are accurately entered into monitoring systems.
• Coordinate with installation teams to confirm communicator programming and connectivity.
• Audit active accounts for proper supervision settings, identify and resolve discrepancies, and monitor system alerts, escalating issues as needed.
• Conduct daily check‑ins on accounts and handle customer calls regarding overnight signals and missed test events.
• Process and track changes to monitored accounts, including zone updates, contact changes, and service‑level adjustments, ensuring documentation and correct implementation.
• Deactivate monitored accounts when systems are placed out of service.
• Assist with or oversee the programming of communicators for new and existing accounts, troubleshoot communication issues, and coordinate with technical support.
• Manage security‑system user code changes and maintain secure records of user access levels and permissions.
• Provide responsive support to customers regarding account setup, changes, and troubleshooting, and educate customers on best practices for maintaining their monitored systems.

Qualifications

• High school diploma or equivalent.
• Experience in security monitoring, alarm systems, or technical support is highly desirable.
• Strong attention to detail and organizational skills.
• Excellent communication and customer service abilities.
• Familiarity with communicator programming and alarm panel systems is a plus.
• Proficiency in using monitoring software.

Working Conditions

• Office‑based role with occasional remote support capabilities.
• May require occasional after‑hours support depending on customer needs or system alerts.