Alarm Service Monitoring Coordinator

The Alarm Service Monitoring Coordinator is Metro Fire's first point of contact for emergency and non-emergency calls. The coordinator is primarily responsible for monitoring routes, transferring messages, and directing technicians. Good customer service skills are a must. A desired candidate is able to multi-task in stressful conditions, is able to operate independently with little supervision, is detail-oriented, and has excellent communication skills.

What to Expect

Metro Fire Equipment Inc. has been serving Arizona since 1972. We are a full-service fire protection company that offers statewide service. We are a family-owned business that prides itself on customer service and integrity. Our staff of friendly and experienced professionals are dedicated to proving quality service.

From initially selling and servicing fire extinguishers, we have transformed ourselves into a full-service fire and life safety corporation. We now specialize in sprinkler system testing, repair and installation , kitchen and restaurant systems , fire alarm design, installation and service , backflow prevention devices , full service alarm monitoring , fire pump repair and installation , and underground hydrant repairs and installation , among the many services we offer .

What You'll Do

• Contact customers over the phone and/or email to notify of trouble from alarm system
• Answer emergency and non-emergency calls and document important information into customer accounts
• Place alarm monitoring systems in test mode at monitoring station
• Update customer call list information and regularly review disabled phone numbers and update
• Work with field techs calling in to check signals
• Create service tickets for repairs and/or maintenance
• Assist customers over the phone and provide general help with alarm related issues
• Data entry in multiple databases
• Respond to any issues and follow-up by coordinating with appropriate technicians and/or departments
• Enter data into company dispatching software, record calls, activities, and other required information
• Maintain and update customer information and notes in company software, as needed
• Operate and manage multi-line telephone console system
• Use phone and computer system to direct technicians to appropriate sites
• Attend staff meetings
• Perform other related duties as assigned or required

What You'll Bring (requirements)

• High School Diploma or GED
• 3+ years of customer service and dispatching experience
• Able to work Monday - Friday, 8:00 AM - 5:00 PM - in office.
• Able to sit for prolonged periods of time, working off dual monitors
• Working knowledge of Windows applications (Word, Excel, and Outlook)

How You Will Be Successful

• Able to multi-task and prioritize work according to urgency
• Able to work well under pressure
• High precision/ detail-oriented
• Excellent written and verbal communication skills
• Fast typing with experience in data entry
• Able to work with a team; is a team player
• Works effectively and efficiently while performing all aspects of the required job

Special Consideration

• Knowledge of fire systems and tools
• Experience working in ProfitZoom, Building Reports, and Paylocity

Benefits

• Medical
• Dental
• Vision
• Paid Time Off
• Paid Holidays
• 401(k) matching

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Dispatching: 3 years (Required)
• Customer service: 3 years (Required)
• Computer skills: 1 year (Required)

Work Location: In person