Monitoring Center Agent

Securus Technologies Houston , TX 77020

Posted 1 week ago

Overview

Job Purpose:

The STOP solution center monitors several thousand devices at a 7x24X365 days per year basis. In the event an alarm is generated on any of these devices, the agent will be required to follow the relative protocol associated with the specific alarm for a specific agency.

Responsibilities

Essential Duties:

  • Document customer requests and interactions via tracking software

  • Monitor and track system events

  • Notify customers and enrollees per event protocol

  • Escalate calls to Tier 1 per customer request

  • Outbound calls to Agents and Enrollee's

  • Proficiency in utilizing company systems and products

  • Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers

Knowledge, Skills, and Abilities:

  • Exceptional customer service and communication skills

  • Experience involving customer contact is REQUIRED

  • Ability to follow through and document issues and resolutions

  • Strong verbal and written skills

  • Good organizational and multitasking skills.

  • Self-motivated, independent and team player

  • Highly energetic

  • attention to detail

  • Team player with solid customer service mindset.

  • Flexibility to work nights, weekends and occasional on-call availability.

Qualifications

Minimum Qualifications:

  • High School Diploma or equivalent

Preferred Qualifications:

  • Previous call center experience

  • Previous Technical support/ Help-desk experience

  • Some College

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds.

It is the Company's policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person's race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.


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Monitoring Center Agent

Securus Technologies