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): Irvine, TX

Position Summary
The Central Monitoring Station (CMS) Operator is responsible for monitoring and processing security alarms, handling after-hours service calls, dispatching appropriate personnel, and providing high-quality customer service. This role requires strong communication skills, attention to detail, and the ability to remain calm and effective in a fast-paced environment.

Key Responsibilities

• Monitor and process alarms received through the Central Monitoring Station (CMS).
• Continuously monitor the alarm signal queue and acknowledge incoming alarms.
• Receive, process, and dispatch after-hours calls for service.
• Receive customer calls regarding service requests, account information, and other inquiries.
• Create and maintain service tickets in the service database.
• Monitor, support, and troubleshoot alarm systems.
• Determine the appropriate response to alarm signals and dispatch authorized personnel or emergency authorities as required.
• Contact and dispatch on-call service technicians for after-hours service needs.
• Document all calls, actions taken, and resolutions using appropriate codes and detailed notes.
• Log dispatched calls into the system activity report.
• Generate statistical and investigative reports for management.
• Deliver consistently professional and high-quality customer service.
• Demonstrate active listening and communicate clearly and effectively with customers, agencies, and field personnel.
• Manage call duration while maintaining service quality.
• Follow established emergency procedures and response protocols.
• Participate in monthly training sessions.
• Review and critique recorded customer interactions to improve communication and customer service skills.
• Perform other related duties as assigned.

• High school diploma or state-approved GED, along with related/equivalent experience; or an Associate's degree.
• 1-3 years of sales or customer service experience.
• Strong verbal and written communication skills, particularly for telephone-based interactions.
• Excellent customer service skills.
• Ability to work effectively in a dynamic, fast-paced environment.
• Ability to navigate computerized data-entry systems and other relevant applications.
• Working knowledge of Microsoft Windows and Microsoft Word.
• Familiarity with internet-based applications and tools.

• Prior Central Monitoring Station, security call center, or alarm monitoring experience.
• Knowledge of Access Control, Fire Alarm, and Burglary Alarm systems.
• ACD (Automatic Call Distribution) knowledge or experience.
• Certified training related to security, alarm monitoring, access control, fire, or burglary systems.

• Dependable attendance and punctuality.
• Professional demeanor and strong work ethic.
• Excellent telephone communication and active listening skills.
• Ability to make sound decisions during alarm and emergency situations.
• Strong attention to detail and accurate documentation.
• Ability to multitask while maintaining a high level of customer service.

Schedule

• Shift: 02:00 PM - 10:00 PM
• Second-shift position
• Attendance, punctuality, and professionalism are critical during both the interview process and employment.

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.