Customer Service Alarm Operator

Job Title: Alarm Agent

Job Location: Lake Forest, CA - In office

Job Type: Full-Time; Nonexempt

Shift Time: 9:00 pm - 5:30 am (Monday and Tuesday off)

Pay Rate: $19.00 per hour

Since 2001, National Monitoring Center is an industry leading third party Alarm System monitoring company, and a member of the Netwatch Group. Each member of the Netwatch Group aims to bring a sense safety to all our customers across the globe.

Further details regarding our organization can be found at www.NMCcentral.com

Learn more about our policies here: https://nmccentral.com/privacy-policy

Would you describe yourself as:

Precise
Having Strong Follow Through
Open Minded
Enthusiastic to Learn
Problem Solver
Meticulous
Honest
Determined

If this specifically describes you, please continue reading the job description!

Job Description

Alarm room operators are expected to process alarm signals for clients through outbound telephone calls as well as handle inbound calls from clients regarding alarm signals and other functions regarding their accounts. Alarm signals include burglary, hold-up, medical, fire alarms, and a variety of status-based trouble, supervisory, or maintenance signals. Interactions will include conversations with customers, dispatching agencies such as police and fire departments, and relaying information to individual alarm companies.

National Monitoring Center trains their Alarm Room Operators as part of the on-boarding process. Training is fully paid for by the Company and is conducted as part of the employee’s regular work-shift.

The Alarm Room Operator position is classified as nonexempt, and any hours worked greater than 40 will be paid in accordance with applicable state regulations. Our employees are paid on a weekly basis.

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.

Responsibilities and Duties

This position requires strong verbal communication and customer service skills.
This is a computer-based position with communication happening by telephone only.
There are no sales and no call quotas to meet with this position.
The requirements are to deliver exceptional customer service and maintain quality and accuracy while processing alarms

The position also requires candidates to have, or be able to perform, the following:

Clear consistent speech in English
Positive phone presence
Strong attention to detail
Proficient use of a computer for typing, reading, and interpreting documents and information
Basic mental math for converting various time zones
Ability to work in-office; be punctual and arrive at work on time
Ability to remain focused and awake while working
Ability to work at a desk for extended periods of time (sitting or standing)
Ability to work holidays and weekends when a weekend or holiday falls on scheduled work-shift

Qualifications and Skills

High school diploma or equivalent is necessary
This is an entry level position, no previous experience required, however, one year of customer service experience preferred.
Must be able to obtain licensing through BSIS/ TOPS

Training:

Paid training for this position will be provided to all new hires via a 6-week new hire training program. Training class is planned to start February 23rd and will be Monday- Friday from 7:00 am to 3:30 pm. The training schedule requires full attendance.

Shifts:

9:00 pm - 5:30 am (Monday and Tuesday off)

Company Benefits

401k
Medical
Dental
Vision coverage
PTO
Weekly pay
Direct Deposit
And more

As a dynamic organization, business needs and priorities change from time-to-time. As a result, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

It is the policy of the Netwatch Group to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Employment-at-Will: Employment at Netwatch Group is at-will and for no specific duration. This means that either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

Job Type: Full-time

Pay: $19.00 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance

Application Question(s):

Do you have at least one (1) year of customer service experience (call center, dispatch, monitoring center, or similar environment)?

Do you have at least one (1) year of alarm monitoring or security monitoring experience in a monitoring center or similar environment?
Are you comfortable making inbound and outbound calls to customers and emergency services while accurately documenting incidents in real time?

Are you able to work in-office in Lake Forest, CA (this is not a remote position)?
This role requires remaining seated or standing at a workstation for extended periods while working on a computer. Are you able to meet this requirement?