What are the responsibilities and job description for the Customer Service Representative (Dispatcher) position at CYNET SYSTEMS?
Job Description:
- Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS).
- Receives, processes and dispatches after hour calls for service.
- Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts.
- Generates service tickets within the service database on customer requests for service.
- Monitors, supports and troubleshoots alarm systems.
- Acknowledges alarm received and dispatches appropriate personnel for issue at hand.
- After dispatch, logs call into system activity report.
- After hours only, contacts and dispatches on-call service technicians.
- Generates statistical or investigative reports for management.
- Dispatch appropriate authorities upon receipt of alarm signals.
- Continuously monitor alarm signal queue Document all calls with appropriate resolution codes and notes.
- Provide quality customer service on every call.
- Promote good listening skills.
- Communicate clearly and effectively with customers and agencies.
- Manage length of calls.
- Attend monthly training sessions.
- Be familiar with emergency procedures.
- Review and critique recorded conversations for purposes of improving customer interaction skills.
- H.S. Diploma or State Board of Education certified GED along with Related/equivalent experience or Associates Degree required.
- Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus.
- 1-3 years Sales or Customer Service experience.
- Prior security call center experience is preferred.
- ACD knowledge helpful.
- Good verbal and written communication skills to effectively communicate over the telephone.
- Excellent customer service skills and ability to work in a dynamic fast paced environment.
- Ability to navigate a computerized data entry system or other relevant applications.
- Knowledgeable in Microsoft Windows (Word) and the internet.
Salary : $15 - $21
