Customer Services Professional

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Customer Services Professional

Location(s): Irving, TX

Summary:

The Customer Services Professional is responsible for monitoring and processing alarms within the Central Monitoring Station. This role includes receiving and dispatching after-hours service calls, providing excellent customer service, and documenting all actions accurately in the system. The ideal candidate is detail-oriented, technically inclined, and possesses strong communication and customer service skills.

Key Responsibilities:

• Monitor and process incoming alarm signals within the CMS environment.
• Receive and dispatch after-hours service calls and coordinate with on-call service technicians.
• Provide exceptional customer service by handling inquiries, service requests, and account-related information.
• Generate service tickets in the customer service database based on incoming requests.
• Troubleshoot and support alarm systems; acknowledge alarms and dispatch the appropriate personnel or emergency authorities.
• Document all calls, actions, and resolutions in the system activity report with proper resolution codes and notes.
• Continuously monitor the alarm signal queue and respond promptly.
• Create statistical and investigative reports for management review.
• Adhere to emergency procedures and company protocols at all times.
• Attend mandatory monthly training sessions and participate in regular call reviews to improve service quality.
• Maintain clear and professional communication with customers and responding agencies.
• Effectively manage call times and promote active listening skills.

Qualifications:

• Education: High School Diploma or State Board of Education certified GED required; Associate's Degree preferred.
• Experience:
  
  
  
  • 1-3 years of customer service or sales experience.
  • Prior security call center experience preferred.
  
  
  
  
• Technical Skills:
  
  
  
  • Knowledge of Access Control, Fire, and Burglary systems is a plus.
  • Familiarity with ACD (Automatic Call Distribution) systems is helpful.
  • Proficient in Microsoft Windows (especially Word) and comfortable navigating the internet and database systems.
  
  
  
  

Required Competencies:

• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to handle fast-paced, high-pressure situations.
• Ability to multitask and navigate multiple computer systems efficiently.
• Strong attention to detail and problem-solving abilities.
• Ability to work independently as well as collaboratively within a team.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.