Overnight Customer Service Representative

About the Role

Be the first line of defense – Monitor security systems, fire alarms, and many different types of emergency signals from residential and commercial properties across North America. Act fast – Verify alarm events and contact appropriate emergency services, clients, or responders within seconds. Stay cool under pressure – Assess complex situations quickly and remain calm during high priority situations. Keep accurate records – Document alarm activity, calls, and actions taken with precision and professionalism. Support the team – Work independently and collaboratively in a state-of-the-art call center facility to ensure coverage and maintain high service level goals. Be versatile – Prepared and ready to handle inbound and outbound calls and alarms. Be adaptable – Answer inbound phone calls pertaining to alarm events and account information from customers, authorities, and responding parties.

Who You Are

• Cool-headed and calm – You’re the person others turn to in a crisis.
• Detail-oriented – You notice what others miss.
• Tech-savvy – You’re comfortable navigating computer systems and multi-tasking.
• Reliable – You show up, stay alert, and handle your shift like a professional.
• Great communicator – You can deliver critical information clearly and quickly, both verbally and in documentation.

Qualifications You'll Need

• Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service.
• Must 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.
• Ability to be licensed in all required areas as defined by RRMS.
• Required to complete the steps necessary to achieve a Department of Defense Secret Clearance.

What Awaits You At Rapid Response

• 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.
• The opportunity to make an impact on communities across the country every day.