About the position
In our line of work, customer service means so much more as we are the voice of reassurance on the other line. While our call center never closes and Customer Support Agents (CSRs) work rotating days including holidays and weekends, you'll maintain a steady work schedule. Rapid's presence in the industry is growing as we continue to shape and define what alarm monitoring means. Using the most modern technology in our monitoring call center, our team protects life and property in countless communities by responding to alarm activations, immediately contacting customers and providing necessary assistance; including confirming a false alarm and dispatching first responders in the case of a true emergency. As an essential member of our team, you will also provide excellent customer service over the phone to ensure the appropriate resolution of any questions or concerns regarding customers' alarm systems. No prior industry experience is necessary! We pride ourselves in our training and provide fully paid, extensive 4-week instruction in our state-of-the-art classroom training environment. Rapid Response acknowledges the sacrifices our employees make when supporting our customers during all hours of the day and night as well as weekends. In recognition of that commitment, we are offering shift differentials for hours worked outside of standard business hours. For hours worked between 5:00pm and 9:00pm, an additional $0.50/hr will be provided. For hours worked between 9:01pm and 6:00am, an additional $1.00/hr will be provided. Additionally, hours worked on Saturday & Sunday between midnight and 11:59pm will also receive an additional $1.00/hr. Spanish Bilingual pay rate increase is also available at $1.00/hr.
Responsibilities
- Successfully complete all required training and follow company protocols and procedures
- Process inbound/outbound calls from customers and authority agencies in a call center setting
- Provide detail-oriented customer service and empathetic support to our customers with a sense of urgency
- Respond to, verify, and dispatch on emergency signals
- Handle security alarm activations for residences and businesses in a professional manner
- Multitask and remain calm in various stressful situations
Requirements
- Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service
- Proficient computer, written, and verbal skills
- Comfortable using a headset in a high call volume setting
- Successfully clear drug screen and background check to meet industry and security licensing requirements
Nice-to-haves
- Bilingual in Spanish
Benefits
- Wellness program
- Health insurance
- Dental insurance
- 401(k)
- Vision insurance
- Opportunities for advancement
- Paid Vacation and Sick Time
- Wellness Program + Wellness DAYS OFF
- Annual salary increases
- Shift differentials
- Performance bonuses
- Additional compensation for bilingual in Spanish
