Overnight Customer Service Representative

About the role

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Located in Syracuse, NY, our call center supports thousands of alarm companies across the country.

Responsibilities

• Monitor security systems, fire alarms, and various emergency signals from residential and commercial properties across North America
• Verify alarm events and contact appropriate emergency services, clients, or responders within seconds
• Assess complex situations quickly and remain calm during high-priority situations
• Document alarm activity, calls, and actions taken with precision and professionalism
• Work independently and collaboratively in a state-of-the-art call center facility to ensure coverage and maintain high service level goals
• Handle inbound and outbound calls and alarms
• Answer inbound phone calls pertaining to alarm events and account information from customers, authorities, and responding parties

Requirements

• Associate degree, equivalent military, or 2+ years of relevant work experience in customer service
• Successfully complete and pass the RRMS New Hire Operations Training Course
• Proficient and above-average computer knowledge and skills
• Excellent written and verbal communication skills
• Successfully clear drug screen and background check to meet industry and security licensing requirements
• Able to be licensed in all required areas as defined by RRMS
• Complete the steps necessary to achieve a Department of Defense Secret Clearance

Qualifications

• Cool-headed and calm
• Detail-oriented
• Tech-savvy
• Reliable
• Great communicator

Skills

• Technical proficiency
• Customer service skills
• Problem-solving abilities
• Adaptability

Benefits

• Paid new hire training
• Shift flexibility (night owls and weekend warriors welcome)
• Annual salary increases and performance bonuses
• Medical, Dental, Vision, and 401k
• Additional compensation for special skills
• Paid vacation and sick time
• Wellness program
• Days off
• Internal advancement opportunities

Pay

• Full-time: $500 hiring bonus after 6 months of employment!
• Part-time: $250 hiring bonus after 6 months of employment!

Schedule

• Second Shift
• Third Shift
• Weekend Shift