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

• Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS).
• Receives processes and dispatches emergency calls to responsible agency or customer contacts.
• Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts.
• Acknowledges alarms received and dispatches appropriate personnel for issue at hand.
• After dispatch, logs call into system activity report.
• Generate statistical or investigative reports for management.
• Continuously monitor alarm signal queue prioritized response.
• Document all calls with appropriate resolution codes and notes.
• Provide quality customer service on every call.
• Exercise good listening skills.
• Communicate clearly and effectively with customers and agencies.
• Manage length of calls.
• Attend monthly training sessions.
• Be familiar with emergency procedures.
• Review and critique recorded conversations for purposes of improving customer interaction skills.

• High School Diploma or GED.
• Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus.
• 1-3 years Customer Service experience.
• Prior security call center experience is preferred.
• ACD knowledge helpful.
• Good verbal and written communication skills to effectively communicate over the telephone.
• Excellent customer service skills and ability to work in a dynamic fast paced environment.
• Ability to navigate a computerized data entry system or other relevant applications.
• Knowledgeable in Microsoft Windows (Word) and the internet.
• Must be proficient in Microsoft Suite, good typing skills.
• A minimum of 2 years of CS experience.