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, selecting best‑in‑class products and creating integrated solutions that meet customer goals and ensure flawless integration.

Title: Monitored Services Coordinator | Reports to: Director of Service | Class: Full‑Time | Type: Hourly

Position Summary

The Monitored Services Coordinator ensures the integrity, accuracy, and responsiveness of monitored accounts. This role oversees the entire 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.
• Perform 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.
• Handle user code changes and updates for remote‑managed systems, maintaining secure records of user access levels and permissions.
• Provide responsive, knowledgeable support to customers regarding their monitored accounts, address inquiries related to setup, changes, and troubleshooting, and educate customers on best practices.

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