What are the responsibilities and job description for the Alarm Service Monitoring Coordinator position at Metro Fire+Security?
Job Type
Full-time
Description
Company
Metro Fire Equipment Inc. has been serving Arizona since 1972. We are a full-service fire protection company that offers statewide service. We are a family-owned business that prides itself on customer service and integrity. Our staff of friendly and experienced professionals are dedicated to proving quality service.
From initially selling and servicing fire extinguishers, we have transformed ourselves into a full-service fire and life safety corporation. We now specialize in sprinkler system testing, repair and installation , kitchen and restaurant systems , fire alarm design, installation and service , backflow prevention devices , full service alarm monitoring , fire pump repair and installation , and underground hydrant repairs and installation , among the many services we offer .
Great company culture and room for growth.
The Alarm Service Monitoring Coordinator is Metro Fire's first point of contact for emergency and non-emergency calls. The coordinator is primarily responsible for monitoring routes, transferring messages, and directing technicians. Good customer service skills are a must. A desired candidate is able to multi-task in stressful conditions, is able to operate independently with little supervision, is detail-oriented, and has excellent communication skills.
Responsibilities
Contact customers over the phone and / or email to notify of trouble from alarm system
Answer emergency and non-emergency calls and document important information into customer accounts
Place alarm monitoring systems in test mode at monitoring station
Update customer call list information and regularly review disabled phone numbers and update
Work with field techs calling in to check signals
Create service tickets for repairs and / or maintenance
Assist customers over the phone and provide general help with alarm related issues
Data entry in multiple databases
Respond to any issues and follow-up by coordinating with appropriate technicians and / or departments
Enter data into company dispatching software, record calls, activities, and other required information
Maintain and update customer information and notes in company software, as needed
Operate and manage multi-line telephone console system
Use phone and computer system to direct technicians to appropriate sites
Attend staff meetings
Perform other related duties as assigned or required
Requirements
High School Diploma or GED
3 years of customer service and dispatching experience
Able to work Monday - Friday, 8 : 00 AM - 5 : 00 PM - in office.
Able to sit for prolonged periods of time, working off dual monitors
Working knowledge of Windows applications (Word, Excel, and Outlook)
Able to multi-task and prioritize work according to urgency
Able to work well under pressure
High precision / detail-oriented
Excellent written and verbal communication skills
Fast typing with experience in data entry
Able to work with a team; is a team player
Works effectively and efficiently while performing all aspects of the required job
Preferred
Knowledge of fire systems and tools
Experience working in ProfitZoom, Building Reports, and Paylocity
Benefits
Medical
Dental
Vision
Paid Time Off
Paid Holidays
401(k) matching
