Customer Service Representative

About This Role

Serve as the first line of defense monitoring security systems and alarms, verify alarm events, and contact emergency services for residential and commercial properties. This role requires quick action, clear communication, and the ability to remain calm in high-pressure situations.

Responsibilities

• Monitor security systems, fire alarms, and various emergency signals from residential and commercial properties
• Verify alarm events and contact appropriate emergency services, clients, or responders within seconds
• Assess complex situations quickly and remain calm during high-priority situations
• Document alarm activity, calls, and actions taken with precision and professionalism
• Work independently and collaboratively in a call center facility to ensure coverage and maintain high service level goals
• Handle inbound and outbound calls and alarms
• Answer inbound phone calls pertaining to alarm events and account information from customers, authorities, and responding parties

Requirements

• Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service
• Successfully complete and pass the RRMS New Hire Operations Training Course
• Proficient and above average computer knowledge and skills
• Excellent written and verbal communication skills
• Successfully clear drug screen and background check to meet industry and security licensing requirements
• Ability to be licensed in all required areas as defined by RRMS
• Required to complete the steps necessary to achieve a Department of Defense Secret Clearance

Qualifications

• Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service
• 2+ years of relevant work experience in customer service

Skills

* Required skills

Benefits