Overnight Customer Service Representative

About the role

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. The position is 100% in-office and reports to a state-of-the-art call center facility on site in Syracuse, NY. As an Essential Business designated by the Department of Homeland Security, Rapid Response is dedicated to protecting life and property.

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

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, particularly: bilingual in Spanish
• Paid vacation and sick time
• Wellness program + wellness days off
• Internal advancement opportunities

Schedule

• Second Shift
• Third Shift
• Weekend Shift

Pay

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