What you will do:
The Alarm Dispatch Customer Service Specialist is responsible for handling all incoming alarm signal activities and taking appropriate action per instruction. The Alarm Dispatch associate will also make outbound calls in order to contact customers, the guard service and emergency services during alarm and emergency events while following standard operating procedures. He / She will troubleshoot and program / re-program access control and video systems while providing technical support to technicians and customers. The associate will, from time to time, perform onsite repairs and programming as required. He / She will also coordinate and report on service calls and installations with the local Tyco IS offices and the customer to ensure they are performed in a timely manner. This role requires heavy phone work as well as taking verbal and written instructions, typing, reading, speaking and writing.
How you will do it:
Initiate necessary action when irregular signals are received or trouble develops to include dispatching guards, emergency services and notifying the director and deputy director of the Office of Security
Work with outside repair technicians, guards, etc. to ensure that signals are received and processed properly and that circuits and signaling devices are restored to normal operation
Provide monitoring and testing support during emergency operations exercises, and events
Notify appropriate customer personnel if alarm signal is received. Must be able to adhere to standard operating procedures and special instructions
Read, interpret and record signals received from customer's premises as needed
Initiate and track system service calls as needed
Schedule, track and oversee installation projects with installation manager, customers and technicians
Provide troubleshooting assistance to technicians and customers
Program / re-program access control and CCTV video systems as required
Respond quickly and precisely to incoming phone calls
Document all alarm activity and subscriber phone calls via PC
Prepare and submit activity and history reports to the customer as required / requested
Assist customers via telephone addressing technical alarm questions, or direct to the appropriate CIPS Program Lead.
Contact customer via telephone or email to inquire about unusual events with the customer's monitoring systems and software (i.e., inactivity on access control or video monitor)
Research alarm events via video and access control /IDS systems
Update restricted data such as phone numbers, access cards, PIV etc.
Attend ad hoc program meetings
Other duties as assigned
What we look for:
A High School Diploma or equivalent is required.
A minimum of six months customer service and/or call center experience.
Excellent communications skills, both written and verbal
Candidate must have knowledge of basic computer functions including Microsoft Windows.
Advanced skills in the use of Microsoft Office suite programs including the ability to perform the following
o Create spreadsheets and workbooks
oMaintain Access Database
Strong organizational skills
Excellent customer service skills
Ability to multi-task
Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.
Johnson Controls, Inc.