Customer Services Professional 1

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 1

Location(s): Irving, TX

Job Description:
We are seeking a reliable and professional Central Monitoring Station (CMS) Operator to join our team on the 3rd shift. Attendance, professionalism, and punctuality are critical during both the interview process and ongoing employment.

The CMS Operator is responsible for monitoring and processing alarm signals, dispatching appropriate personnel, and delivering exceptional customer service. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced, high-responsibility environment.

Key Responsibilities

• Monitor and process alarms received within the Central Monitoring Station (CMS).
• Acknowledge alarm signals and dispatch appropriate personnel or authorities.
• Receive, process, and dispatch after-hours calls for service.
• Contact and dispatch on-call service technicians (after hours only).
• Generate service tickets within the service database based on customer requests.
• Log calls and activities accurately into system reports.
• Continuously monitor alarm signal queues.
• Document all calls with appropriate resolution codes and detailed notes.
• Generate statistical and investigative reports for management.
• Provide high-quality customer service on every interaction.
• Communicate clearly and professionally with customers and emergency agencies.
• Manage call length efficiently while maintaining service quality.
• Attend monthly training sessions.
• Maintain familiarity with emergency procedures.
• Review and critique recorded calls to improve customer interaction skills.
• Troubleshoot alarm systems and provide support as needed.

Qualifications

• High School Diploma or State Board of Education certified GED with related/equivalent experience.
  OR
• Associate's Degree.

Preferred Qualifications

• Certified training or knowledge of Access Control, Fire, or Burglary systems.
• 1-3 years of Sales or Customer Service experience.
• Prior security call center experience preferred.
• ACD system knowledge is a plus.

Skills & Competencies

• Strong verbal and written communication skills.
• Excellent customer service skills.
• Ability to work in a fast-paced, dynamic environment.
• Strong listening skills and attention to detail.
• Ability to navigate computerized data entry systems and relevant applications.
• Proficiency in Microsoft Windows (including Word) and internet applications.

• 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.