Alarm Customer Service Agents and Intervention Specialists in Plano, TX at Interface Security Systems

Date Posted: 11/8/2019

Job Snapshot

Job Description

Alarm Customer Service and Intervention Specialist

needed for our

Command Center in Plano, TX

Increasing Safety!  Deterring Theft!  Ensuring Protection!
Do you thrive under pressure? When a crisis arises, are you the first to take control? Do you enjoy dealing with diverse groups of people?  Are you looking for a company that provides in-depth training and support?  If you answered "Yes" to these questions, then this is the ideal job for you!

The Interface location in Plano, Texas is the national leader in interactive risk management. We are seeking action-oriented team players to join our growing company as either Customer Service or Intervention Specialist in our Central Command Center!  The ideal candidate is professional, eager to learn and achieve success, and responds appropriately to stressful situations.  The security and life safety protection of our customers is our number one priority we work together to achieve.  Operations are 24/7 with three shifts available.  This position is located within our secure customer command center and works in a highly structured and organized environment with multiple screens and phone lines. 

Key Duties of the Customer Service Specialist:

  • Remote Tours – Interface’s remote tour service alerts loiterers, drug dealers and potential criminals that all activity at a business is being monitored and recorded. The random and periodic nature of these tours helps prevent criminal activity as well as possible internal theft and identify any equipment issues on site. Customers who use the Remote tour service have seen fewer panhandlers, loiterers and drug dealers, have more customers at their business and are able to quickly identify equipment issues. 

    Virtual Escorts – Virtual Escorts were created to act as an extra set of eyes and ears for employees and customers moving from one vulnerable location to another. Used inside to chaperon employee to and from high security areas, as well as outside to remotely watch them walk to their cars, this service gives an added level of security and peace of mind. 

    Openings and Closing Escorts – Interface Created the Opening and Closing escort service for customers who require additional security during the opening and closing hours of business. In addition, from the Command Center, Interface can alert a business if it not open at a certain time and conversely, we can report back to the customer if the business is closing early.    

    A Customer Service Specialist is required will receive and direct incoming telephone calls, both emergency and business and will obtain all necessary information from the client to determine their needs and takes the appropriate actions. 

    Customer Service Specialists will resolve client requests on the phone as necessary, including alarm operations, complaints, inquiries and requests for service. In addition a Customer Service Specialist will promptly and courteously respond to and resolve client inquiries regarding emergencies, resets, complaints, system operation, and service. 

    Customer Service Specialists enforce facility security, including monitoring, responding to and reporting unusual activity or breeches of security observed either in person or on the CCTV security system. 

Primary Responsibilities for the Intervention Specialist include all those above plus Responding to Live Emergency alarms and situations. High attention to detail and ability to remain calm under pressure are key skills. 

Shifts Available and Starting Pay Ranges:

Day Shift:        6:30 AM CST-3:15 PM CST ($13.15 to $16.00/hr)

Swing Shift:     2:30 PM CST-11:15 PM CST ($14.39 to $17.24/hr)

Grave Shift:     10:30 PM CST-7:15 AM CST ($15.00 to $17.85/hr)

*Starting pay offered is determined on previous work experience, specific position offered, and bilingual status

Job Requirements

Requirements of the Customer Service and/ or Interventions Specialist 

  • Must be available to work overtime and may be assigned mandatory overtime if the need arises
  • Bi-lingual/Spanish speaking candidates are a plus
  • 1 year Prior call center experience preferred (2 years required for Intervention Specialist level)
  • 1 year Previous Office environment experience preferred (2 years required for Intervention Specialist level)
  • Ability to view and monitor surveillance cameras for emergencies, illegal activity, and other threats
  • Act as a liaison between the customer and appropriate emergency departments (i.e. police)
  • Strong oral and written communication skills
  • Strong computer skills, comfortable learning new software (typing speed of 30 wpm minimum)
  • Working knowledge of Microsoft office products beneficial
  • Must have the ability to prioritize and multi-task
  • Strong attention to detail and precision is imperative

***Candidates who are bilingual (Spanish), please be sure to let us know on your application or resume***

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, employee is regularly required to sit in an office environment.  Employee is constantly required to talk or hear to interact with employees and customers.  Employee is constantly required to use the telephone.  Employee will constantly use a personal computer, keyboard and view multiple monitors. The employee is occasionally required to stand, walk, bend, kneel, and reach. The employee may be required to lift objects up to 20 pounds which may include company materials, files and small equipment.  Specific vision abilities of this job include close vision, depth perception and ability to adjust focus in order to view reports, computer screen, video and camera detail of alarm activity, forms and operating manuals. 

Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. Please submit a resume, cover letter, and compensation requirements.

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.  

 

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