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

Job Summary:
Seeking a reliable and customer-focused professional to provide overnight support in a Central Monitoring Station (CMS). This role involves monitoring alarm systems, responding to emergency and service calls, dispatching appropriate personnel, documenting incidents, and delivering excellent customer service. Attendance, professionalism, and punctuality are essential throughout both the interview process and employment.

Key Responsibilities:

• Monitor and process alarms received within the Central Monitoring Station.
• Receive, process, and dispatch after-hours service calls.
• Respond to customer inquiries regarding service requests and account information.
• Create and manage service tickets within the service management database.
• Monitor, support, and troubleshoot alarm systems.
• Acknowledge alarm signals and dispatch appropriate emergency responders or personnel.
• Contact and dispatch on-call service technicians after business hours.
• Document all customer interactions, alarm activity, and dispatch information accurately.
• Generate statistical and investigative reports for management.
• Continuously monitor alarm signal queues.
• Maintain high-quality customer service on every interaction.
• Communicate clearly and professionally with customers, agencies, and emergency personnel.
• Manage call handling times while ensuring quality service.
• Participate in monthly training sessions.
• Follow established emergency procedures.
• Review recorded calls to improve customer interaction and service quality.

Required Qualifications:

• High School Diploma or State Board of Education-certified GED with related/equivalent experience, or an Associate's Degree.
• 1-3 years of customer service or sales experience.
• Excellent verbal and written communication skills.
• Strong customer service and active listening skills.
• Ability to work efficiently in a fast-paced environment.
• Proficiency with computerized data entry systems and multiple software applications.
• Working knowledge of Microsoft Windows, Microsoft Word, and internet applications.

Preferred Qualifications:

• Previous security call center experience.
• Knowledge of Automatic Call Distribution (ACD) systems.
• Training or certification in Access Control, Fire Alarm, or Burglary Alarm systems.
• Experience monitoring security or life safety systems.

Key Skills:

• Alarm Monitoring
• Emergency Dispatch
• Customer Service
• Call Center Operations
• Incident Documentation
• Service Ticket Management
• Data Entry
• Microsoft Windows
• Microsoft Word
• Troubleshooting
• Active Listening
• Communication Skills
• Multitasking
• Attention to Detail
• Time Management
• Emergency Response Procedures

Shift:

• 3rd Shift: 10:00 PM - 6:00 AM

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.