JOB DESCRIPTION SUMMARY: This position is responsible for providing prompt and accurate response to alarm signals received at the National Service Center (NSC) or the National Customer Contact Center (NCCC).

ESSENTIAL DUTIES AND RESPONSIBILITIES: * Respond to residential and commercial alarm signals, based on established company policies and procedures, when triggered and appear on computer monitor* Dispatch security or emergency personnel, if applicable, to premises after receiving alarm signal * Interact with customers, customer's emergency contacts, and emergency dispatchers while responding to residential and/or business alarm signals* Establish and maintain rapport during dispatch calls with fire, medical, and law enforcement agencies throughout United States and Canada* Understand and use correct interdepartmental procedures and policies when interfacing with other departments* Participate in on-going training programs conducted by Training and Development department* Recommend alternatives for improving service to internal and external customers* Assist in training new personnel as required * Perform special projects and other duties as assignedQUALIFICATIONS To perform this job successfully, and individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE: High School diploma or General Education degree (GED) required.

Previous experience in monitoring and/or service environment, including heavy telephone and PC usage, preferred.

Experience in 1-800 ACD working environment preferred.

Must become licensed and certified to monitor security, fire, and/or smoke alarms by any state, city, or county required.

Must successfully complete two-week training program and follow-up testing.

LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write simple correspondence.

Ability to clearly and effectively communicate in one-on-one and small group situations with customers and/or other employees, especially through telephone conversations.

Ability to speak multiple languages desirable.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals using units of American currency.

REASONING ABILITY: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS AND ABILITIES: Proficiency with computer hardware components and software packages, especially Microsoft Office products.

Typing experience, preferably 35-40 WPM. Ability to work in a 1-800 automated call routing environment.

Ability to respond promptly and consistently and exercise calm and sound judgment in a high-volume, structured environment.

Attention to detail and confidentiality a must.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and listen and is frequently required to sit, use hands to finger, handle, or feel objects, tools, or controls, and reach with hands and arms.

The employee is occasionally required to stand and walk and must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close and distance vision.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High volume ACD work setting with close working environment with others.

The noise level in the work environment is usually moderate.

SCHEDULE: Must be able to work shift assignments with overtime and holidays as required in a 24-hour, 365 days a year environment.

Must fully adhere to Policy 273aTo apply directly to the employer, click here.

ARBNEW125-756943

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