VIVA USA Inc Customer Services Professional in Beltsville, Maryland
Req Ref No: MDMDCS141 Location: Beltsville, MD Duration: 10.0 months
Initial training for a new hire would be Monday through Friday, 10:00am to 6:00pm. After training, the operator would be moved to their permanent schedule. These days off vary. Depending on the need for coverage, more than likely the new hire would be working on the weekends. After the new hire is fully trained, he/she would be eligible to participate. Days off are below: 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.
This posting is for the 2:00pm to 10:00pm shift.
Days Off: (Always two 2 consecutive days)
Thurs & Fri Fri & Sat Sun & Mon Mon & Tue Tue & Wed Wed & Thurs
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.