Client Support Specialist 1

2 weeks ago


Irving, Texas, United States Staffing the Universe Full time
Position Overview:
Schedule: 10 pm - 6 am
This role involves providing essential support for monitoring and managing alarms received within the Central Monitoring Station (CMS). The individual will be responsible for receiving, processing, and dispatching after-hours service calls. Exceptional customer service is a priority, as the representative will handle inquiries from clients seeking assistance or information regarding their accounts.

Key Responsibilities:
1. Generate service tickets in the service database based on customer requests.
2. Monitor, assist, and troubleshoot alarm systems effectively.
3. Acknowledge alarms received and dispatch the appropriate personnel to address the situation.
4. Log all calls into the system activity report after dispatch.
5. Contact and dispatch on-call service technicians during after-hours.
6. Create statistical or investigative reports for management review.
7. Dispatch relevant authorities upon receiving alarm signals.
8. Continuously monitor the alarm signal queue.
9. Document all calls with accurate resolution codes and notes.
10. Deliver quality customer service on every interaction.
11. Exhibit strong listening skills and communicate clearly with customers and agencies.
12. Manage call durations effectively.
13. Participate in monthly training sessions to enhance skills.
14. Familiarize oneself with emergency procedures.
15. Review recorded conversations to improve customer interaction skills.

Minimum Qualifications:
- High School Diploma or State Board of Education certified GED, or an Associate's Degree is required.
- Relevant experience or certified training in Access Control, Fire, and Burglary systems is advantageous.
- 1-3 years of experience in Sales or Customer Service is preferred.
- Previous experience in a security call center is a plus.
- Knowledge of ACD systems is beneficial.
- Strong verbal and written communication skills are essential for effective telephone interactions.
- Excellent customer service skills and the ability to thrive in a dynamic, fast-paced environment.
- Proficiency in navigating computerized data entry systems and other relevant applications.
- Familiarity with Microsoft Windows (Word) and internet usage is required.


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