Customer Service Representative (2nd Shift)

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Customer Service Representative!

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members. 

Location:  Warrendale, PA (In-Office)

The work schedule for this position is Wednesday - Sunday, 3:00 PM - 11:00 PM EST

Summary:

As a Customer Service Representative, you will respond to incoming alarm events that involve life safety, property and environmental signals, and phone calls as directed by account instruction and/or Company SOG.  Provide exceptional customer service experience and ensure accurate and efficient response and documentation. 

What You'll Do:

• Handle Customer Accounts as Central Station Operator to Include:
  • Receiving alarm calls dealing with life safety, property, and environment. Answer incoming calls in a timely manner.
  • Document actions in operating software. 
  • Request response from public safety agencies.
  • Complete outbound calls to account contact list.
• Complete Shift Duties as Assigned by CS Supervisor/Assistant Supervisor.

What You'll Need:

• Knowledge – High School Diploma or Equivalent:
  •  Entry level position, no experience required, customer service experience - Preferred.
• Communication Skills:
  • Able to read and interpret documents, procedure manuals, operating and maintenance instructions, and safety rules. 
  • Able to accurately understand, spell, and type words and numbers. 
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Mathematics Skills:
  • Able to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s.
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Reasoning Ability:
  • Able to apply common sense understanding to carry out instructions furnished in written, oral, diagram, map, resolution code, or schedule form. 
  • Able to deal with problems involving several concrete variables in standardized situations.
  • These skills are needed to understand and relay account information to customers and emergency responders. 
• Customer Service Skills/Abilities:
  • Active and empathetic listening skills when dealing with others in all situations, including the ability to produce a calming effect on others and elicit the necessary information during a stressful situation. 
• Keyboarding/Typing Skills:
  • Able to efficiently and accurately input account data. 
• Organization Skills:
  • Able to manage multiple tasks with great attention to detail. 
  • Able to meet all customer deadlines (both internal and external). 
• Licenses/Certifications:
  • Able to obtain and maintain state licenses as needed to access customer accounts.