About the position
At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Customer Service Representative. We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members. $1,000 SIGN-ON BONUS! $500 after 90 days and another $500 at one year! Location: Greater Pittsburgh, PA Region (Warrendale) - Hybrid Schedule available after 6 months. Work Schedule: Wednesday - Sunday, 11:00pm - 7:00am 5 weeks of training provided (Week 1: M-F, 9am - 5pm, Week 2-5: M-F, 11pm - 7am) SUMMARY: As a Customer Service Representative, you will r espond to incoming alarm events that involve life safety, property and environmental signals , and phone calls as directed by account instruction and/or Company SOG . Provide exceptional customer service experience and ensu re accurate and efficient response and documentation.
Responsibilities
• Handle Customer Accounts as Central Station Operator to Include: R eceiving alarm calls dealing with life safety, property, and environment.
• Answer incoming calls in a timely manner.
• Document actions in operating software.
• Request response from public safety agencies .
• Complete outbound calls to account contact list .
• Complete Shift Duties as Assigned by CS Supervisor/Assistant Suprervisor.
Requirements
• Knowledge – High School Diploma or Equivalent: Entry level position, no experience , customer service experience - Preferred.
• Communication Skills: Ab le to read and interpret documents, procedure manuals, operating and maintenance instructions, and safety rules . Ab le to accurately understand, spell, and type words and numbers . These skills are need ed to understand and relay account information to customers and emergency responders.
• Mathematics Skills: Ab le to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. These skills are needed to understand and relay account information to customers and emergency responders.
• Reasoning Ability: Ab le to apply common sense understanding to carry out instructions furnished in written, oral, diagram, map, resolution code, or schedule form . Ab le to deal with problems involving several concrete variables in standardized situations. These skills are needed to understand and relay account information to customers and emergency responders.
• Customer Service Skills/Abilities: Active and empathetic listening skills when dealing with others in all situations, including the ability to produce a calming effect on others and elicit the necessary information during a stressful situation .
• Keyboarding/Typing Skills: Able to efficiently and accurately input account data .
• Organization Skills: Able to manage multiple tasks with great attention to detail . Able to meet all customer deadlines (both internal and external) .
• Licenses/Certifications: Able to obtain and maintain state licenses as needed to a ccess customer accounts.
Nice-to-haves
• customer service experience
Benefits
• Competitive compensation
• Medical, dental, and vision coverage
• HSA/FSA programs
• Company paid life and AD&D insurance
• Company paid short- and long-term disability
• Voluntary benefit products
• 401 (k) retirement savings plan after just 60 days
• 7 Company Holidays, plus 2 Floating holidays of your choice
• Paid Time Off
• Tuition reimbursement
• Employee Assistance Program (EAP)