Client Support Specialist

2 weeks ago

Syracuse, New York, United States Rapid Response Monitoring Full time
Shift Differentials:

At Rapid Response, we recognize the dedication of our employees who assist customers around the clock, including overnight and weekend shifts. To honor this commitment, we offer competitive shift differentials for hours worked outside of standard business hours.

  • Standard hours (Monday – Friday 6:01am - 4:59pm): $20/hr
  • Evening hours (5:00pm - 9:00pm): +$0.50/hr
  • Overnight hours (9:01pm - 6:00am): +$1.00/hr
  • Weekend hours (midnight - 11:59pm): +$1.00/hr
Role Overview:

In our industry, customer service transcends the ordinary; we serve as the reassuring voice for our clients. Our call center operates continuously, and Customer Support Specialists work on a rotating schedule that includes holidays and weekends, ensuring a consistent work routine.

As a growing entity in the sector, Rapid Response is redefining alarm monitoring services. Utilizing cutting-edge technology in our monitoring center, our team safeguards lives and properties by promptly responding to alarm activations, reaching out to clients, and providing essential assistance, including verifying false alarms and dispatching emergency responders when necessary.

As a vital member of our team, you will deliver exceptional customer service over the phone, ensuring that all inquiries or concerns regarding alarm systems are addressed satisfactorily.

Training:

No prior experience in the industry is required. We take pride in our comprehensive training program, which includes fully paid, extensive instruction over four weeks in a state-of-the-art classroom environment.

Responsibilities:
  • Complete all mandatory training and adhere to company protocols and procedures.
  • Handle inbound and outbound calls from customers and authorities in a call center environment.
  • Provide detail-oriented customer service and empathetic support with a sense of urgency.
  • Respond to, verify, and dispatch emergency signals.
  • Manage security alarm activations for homes and businesses professionally.
  • Demonstrate multitasking abilities and maintain composure in various emergency situations.
Qualifications:
  • Associate degree, military experience, or 2+ years of relevant customer service experience.
  • Proficient in computer skills, written communication, and verbal communication.
  • Successful completion of a post-offer drug screening.
COVID-19 Requirements:

Vaccination is required: 2 doses of Pfizer/Moderna or 1 dose of Johnson & Johnson, completed at least two weeks prior to the start date.

Available Positions:

Full-Time: $500 hiring bonus after six months of employment.

Part-Time: $250 hiring bonus after six months of employment.

Overnight: $500 or $250 hiring bonus after six months of employment; shift differentials apply for overnight shifts.

Spanish Bilingual: In addition to the hiring bonus, new Spanish Bilingual Customer Support Specialists will receive a base pay rate of $21/hr, with applicable afternoon and overnight shift differentials.

What We Offer:

At Rapid Response, we provide annual salary increases and performance bonuses, along with a comprehensive benefits package that includes medical, dental, vision, and 401k options. Additional compensation is available for specialized skills, particularly bilingual capabilities in Spanish. Enjoy paid vacation and sick time, opportunities for internal advancement, and a wellness program that includes wellness days off.

About Us:

Rapid Response Monitoring is a national leader in alarm and security system monitoring. Designated as an Essential Business by the Department of Homeland Security, we are committed to protecting lives and properties. Founded in 1992, our organization serves as a critical response center focused on safeguarding homes and businesses. Our dedicated teams of experts provide essential monitoring services to thousands of alarm companies nationwide.

If you are seeking a unique and rewarding career opportunity in an unparalleled industry, consider joining our team.

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