Alarm Dispatch Operator - Customer Service Representative

Since 2001, National Monitoring Center is an industry leading third party Alarm System monitoring company, and a member of the Netwatch Group. Each member of the Netwatch Group aims to bring a sense safety to all our customers across the globe.

Further details regarding our organization can be found at www.NMCcentral.com

Would you describe yourself as:

• Precise
• Having Strong Follow Through
• Open Minded
• Enthusiastic to Learn
• Problem Solver
• Meticulous
• Honest
• Determined

If this specifically describes you, please continue reading the job description!

Job Description

This position is a Customer Service Representative role for a security alarm monitoring facility. Our goal is to deliver high quality Customer Service in a knowledgeable format, while precisely documenting all actions taken to ensure coherent communication.

Essential Responsibilities

1. Agents will process alarm signals for clients through outbound telephone calls

2. Agents handle inbound calls from clients regarding alarm signals from their accounts.

3. Provide top tier Customer Service in a clear and positive presence

4. Accurately document all steps and actions

5. Alarm signals include Burglary, Hold-Up, Medical, Fire, and many other types of alarms.

6. Interactions will include conversations with customers, dispatching agencies such as Police or Fire departments and relaying information to Alarm Companies we are partnered with.

7. There are no sales and no call quotas with this position.

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice

Education and Experience

• Required - High School Diploma or Equivalent
• One year Customer Service experience
• Strong written and communication skills required
• Solid computer skills, including ability to work effectively and efficiently within Microsoft office required
• Proven ability to learn processes, procedures and computer software quickly required
• Required - Candidates must be able to be licensed by the state as an Alarm Agent

Work Environment

This job operates in a clerical, open-environment, office setting. This role routinely uses standard office equipment such as computers and phones. This is an in-office position located in Lake Forest.

Physical Demands

This is a largely sedentary role.

Position Type and Expected Hours of Work

This is a full-time, non-exempt position. Employees are expected to work both weekend days and all employees are expected to work Holidays that fall on their scheduled shift. Agents are usually on the shift they are hired on for a minimum 1 year, before being allowed to change to another shift.

Shift Times:

• 1:30 pm - 10:00 pm Wednesday and Thursday off

Training:

Paid training for this position will be provided to all new hires via a 6-week new hire training program. Training is Monday- Friday from 7:00 am - 3:30 pm. Training is planned to start March 15th. The training schedule requires full attendance. Once training is completed you will transition to your permanent schedule.

Company Benefits

· 401k

· Medical

· Dental

· Vision coverage

· PTO

· Weekly pay

· Direct Deposit

· And more

Job Type: Full-time

Pay: $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Physical setting:

• Office

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• Overnight shift

Experience:

• Customer service: 2 years (Required)

Ability to Relocate:

• Lake Forest, CA: Relocate before starting work (Required)

Work Location: In person