HOURS

Syracuse Elite Team 2 and 3

POSITION PURPOSE/SUMMARY

Answers, responds to, and follows up regarding alarm activity. Responsible for handling emergency and non-emergency signals by notifying the premises or dispatching emergency personnel when needed. Also responsible for answering inbound phones calls. Work with Service Provides to assist in transitioning them into Rapid Response Monitoring. Work with Service Providers regarding challenging account bases that need more individual service.

PAY RANGE

$22.00 per Hour - $25.00 per Hour

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Verifies, responds to, and dispatches on emergency signals.
• Notify customers on non-emergency signals.
• Notify responders on emergency signals after dispatch.
• Receive and process In-bound & Answering Service calls from customers.
• Receive and process inbound calls from agencies requesting information.
• Process Video, GPS and Guard Dispatch emergency alarms and signals.
• Maintain a Quality Assurance average score of 90% or higher.
• Special projects or functions as designated.
• Work closely with Elite Team Supervisors & Managers during Account Group/Dealer transfers into Rapid Response Monitoring.
• Work closely with Elite Team Supervisors & Managers to properly manage and process specific Account Group/Dealers with challenging account instructions and setups that need more individual service.
• Assist the Control Center Specialist position when needed.
• Proficient knowledge of TriangulumAI^TM and IRIS software.
• Proficiency of the Microsoft Office suite (Word, Excel, PowerPoint).

QUALIFICATION STANDARDS

• Required 2-year college degree or equivalent Military experience or a combination with previous call center experience.
• Required, 6 months of Rapid Response Monitoring experience or equivalent call center/central station experience.
• Achieve a 90% or higher on the Elite Team Certification at the time of the 90-day Probationary Review and at the time of the Annual Review/Annual Recertification.
• Ability to be licensed in all required areas, including but not limited to:
  • SIA
  • Department of Defense Clearance of Secret
  • New York City Certificate of Fitness Holder.

WORKING CONDITIONS

• Work is performed in an office environment. Employee may be subject to some lifting to 10lbs.

EQUIPMENT USED

• Ability to use general office equipment.