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

Position Overview
We are seeking a reliable and customer-focused Central Monitoring Station Specialist to support alarm monitoring, after-hours service requests, and emergency dispatch activities. This position is responsible for monitoring and processing alarm signals, handling customer calls, dispatching appropriate personnel or authorities, and accurately documenting all activities in the service database.

Attendance, professionalism, and punctuality are critical for this position, both throughout the interview process and during employment.

Key Responsibilities

• Monitor and process alarm signals received within the Central Monitoring Station (CMS).
• Continuously monitor the alarm signal queue and acknowledge incoming alarms.
• Evaluate alarm events and dispatch appropriate personnel or authorities based on established procedures.
• Receive and process after-hours calls for service and information.
• Provide professional, courteous, and responsive customer service on every call.
• Generate service tickets in the service database based on customer requests.
• Monitor, support, and troubleshoot alarm systems as required.
• Contact and dispatch on-call service technicians for after-hours service needs.
• Document all calls, alarm activity, dispatches, and resolutions with appropriate codes and detailed notes.
• Log dispatched calls and activities into the system activity report.
• Generate statistical and investigative reports for management.
• Communicate clearly and effectively with customers, service technicians, agencies, and emergency personnel.
• Apply strong listening skills and manage call duration effectively.
• Follow established emergency procedures and response protocols.
• Participate in monthly training sessions.
• Review and critique recorded customer conversations to improve communication and customer interaction skills.
• Maintain professionalism and accuracy while working in a fast-paced monitoring environment.

Required Qualifications

• High School Diploma or state-certified GED with related/equivalent experience, or an Associate Degree.
• 1-3 years of sales or customer service experience.
• Strong verbal and written communication skills, particularly for telephone-based customer interactions.
• Excellent customer service and interpersonal skills.
• Ability to work effectively in a dynamic, fast-paced environment.
• Ability to navigate computerized data-entry systems and relevant business applications.
• Working knowledge of Microsoft Windows, Microsoft Word, and the Internet.
• Ability and willingness to work the 3rd shift schedule of 10:00 PM - 06:00 AM.
• Strong attendance, punctuality, dependability, and professionalism.

Preferred Qualifications

• Prior Central Monitoring Station, security call center, or alarm monitoring experience.
• Knowledge of Access Control, Fire Alarm, and Burglary Alarm systems.
• ACD (Automatic Call Distributor) knowledge or experience.
• Experience working with service ticketing or monitoring databases.
• Familiarity with emergency dispatch procedures.

Schedule:

• 10:00 PM - 06:00 AM

Shift:

• 3rd Shift

Ideal Candidate
The ideal candidate is dependable, calm under pressure, highly attentive to detail, and comfortable handling alarm events and customer calls during overnight hours. Strong communication skills, sound judgment, and the ability to follow established procedures are essential for success in this role.

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.