Crisis Response Coordinator
2 weeks ago
Position: Crisis Response Coordinator
Compensation: $18.00 per hour (W2)
Employment Type: Contractual (12 months)
Work Hours: Night Shift (10 PM - 6 AM)
We are looking for dedicated and qualified individuals to join our team at Conflux Systems. Below are the responsibilities and qualifications for the role:
Key Responsibilities:- Monitor and manage alarm signals received in the Central Monitoring Station (CMS). Process and dispatch after-hours service requests efficiently.
- Deliver exceptional customer service by addressing inquiries and service requests from clients. Create service tickets in the database based on customer needs.
- Oversee and troubleshoot alarm systems, ensuring prompt acknowledgment of alarms and dispatching the necessary personnel.
- Log all activities into the system after dispatching and maintain accurate records of service calls.
- Contact and coordinate with on-call service technicians during after-hours operations.
- Generate reports for management, including statistical and investigative summaries.
- Dispatch appropriate authorities upon receiving alarm signals and continuously monitor the alarm signal queue.
- Document all calls with relevant resolution codes and notes, ensuring high-quality customer interactions.
- Participate in monthly training sessions and familiarize yourself with emergency protocols.
- Review recorded conversations to enhance customer service skills.
- High School Diploma or State Board of Education certified GED, or an Associate's Degree with relevant experience.
- Any certified training or knowledge in Access Control, Fire, and Burglary systems is advantageous. 1-3 years of experience in Sales or Customer Service is preferred.
- Prior experience in a security call center is beneficial. Familiarity with ACD systems is a plus.
- Strong verbal and written communication skills are essential for effective telephone interactions.
- Demonstrated customer service excellence and the ability to thrive in a fast-paced environment.
- Proficient in navigating computerized data entry systems and relevant applications.
- Basic knowledge of Microsoft Windows (Word) and internet navigation.
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