Customer Service/Call Center Representative

Position Summary:  

Answers, responds to, and follows up regarding alarm activity by performing some or all of the following duties:

This position is onsite at 2210 Landmark Place, Manasquan NJ 08736

Essential Duties And Responsibilities include the following. To perform this job successfully, the Monitoring Representative I may be expected to perform some or all of the duties listed, and other duties as assigned.

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Verifies, responds to, and dispatches on emergency signals.  
• Answers incoming calls.
• Operator must be licensed to work in all States mandating requirements.  
• Must be proficient in the verification and dispatching of alarms to police/fire agencies
• Must know the different types if signals and the SOP’s for each signal.  
• Operator will work under close supervision during the first 30 days.  
• Must keep abreast of the organization goals and positions held. 
• Must be able to meet minimum productivity standards set.
• Must keep abreast of both company and central station policies.
• Must meet minimum quality standards set for them.
• Position requires weekend, holiday and shift work and may require mandatory overtime.
• Notifies customers of non-emergency signals.
• Notifies responders on emergency signals after dispatch.
• Processes basic data changes to customer accounts.
• Must be able to handle signals from one location/area and TTY stations.  
• Position requires weekend, holiday and shift work and may require mandatory overtime.

Knowledge:

• Knowledge of and familiarity with Computers and Microsoft Office applications, and Internet.
• Knowledge of Company policies, procedures, guidelines, and practices.
• Basic knowledge and understanding about VIP accounts and department.

Skills:

• Self-motivated and a professional attitude.
• Excellent communication and listening skills.
• Excellent teambuilding, customer service, and interpersonal skills.
• Must possess good decision making skills, be very organized and detail oriented.
• Must be proficient with personal computer, keyboard, fax machine, copy machine and telephone
• Must be able to meet minimum productivity standards set that apply to a Level I operator.
• Must meet minimum quality standards set for them (90% or better average on Q/A).

Abilities:

• Ability to work overtime as requested by management.
• Ability to use discretion and problem analysis.
• Ability to work effectively with others.
• Ability to work as part of a dynamic team and be flexible.
• Ability and willingness to make key contributions to the growth of the business.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  
• Ability to effectively present information to top management, public groups, and/or boards of directors.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  
• Ability to write routine reports and correspondence.  
• Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
• Ability to concentrate on a task over a period of time without being distracted.
• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.

Physical Demands:

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. 
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  
• Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: 

• While