General Purpose and Essential Duties: The Monitoring Specialist is responsible to monitor signals from customer alarm systems and respond to signals by providing accurate information to the proper authorities. • Monitor alarm signals; interpret and respond to alarm activations by dispatching police, fire, and medical authorities to prevent injury, loss of life, and/or property damage, as well as, notifying responsible parties of alarm activations. • Notify customers of trouble, or other non-emergency signals that can include power failure, low battery, communication failure, temperature notifications, and any other signals that might indicate a problem or concern. • Communicate effectively with internal and external customers. Follow all departmental and company policies and procedures. • Answer and assess incoming telephone calls, transfer calls to the appropriate party/parties, and provide information to the customers. • Record all necessary information on accounts pertaining to calls and/or alarms received • Communicate clearly and calmly to provide all necessary information to internal and external customers, authorities, and responding parties. • Answer multiple telephone lines. Respond to each caller in a professional and helpful manner while gathering information, troubleshooting, transferring calls, or putting callers into voice mail. • Provide technical support as needed. Follow procedures for service and inspection requests. • Communicate and analyze customer inquiries and determine a correct course of action. • Adhere to and maintain building security and Customer Operations Team operations following company procedures and policies to provide a safe and productive environment. • Assist other departments and Specialists with special projects to support a teamwork atmosphere for the benefit of our customers and the company. • Participate in job related training programs and meetings to continually refresh and update knowledge. • Assist in the upkeep of the Customer Operations team floor. Required Skills, Abilities, Education & Experience: • Ability to multi-task • Excellent customer service skills • Strong organizational and attention to detail skills • Ability to follow specific procedures and instructions • Proficient computer and phone skills and ability to work on multiple programs at one time • Professional and articulate verbal and written communication skills • Being able to work in a team environment • Ability to troubleshoot and find solutions and resolutions • Ability to work flexible days and hours • Ability to remain calm in stressful environment • High School Diploma or G.E.D. required • Some college preferred • Regular and reliable attendance record • 1-2 years of customer service experience required