Customer Monitoring Lead - 3rd Shift - Plymouth
Securitas Electronic Security, Inc.
(SES) is a division of Securitas AB, the largest protective services provider in the world with over 370,000
Securitas Heroes across the world.
SES offers a full portfolio of video, access, intrusion, fire and integrated systems and services.
As a leading systems integrator and alarm monitoring company, we deliver the SES Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.
The Monitoring Lead will support monitoring supervisors, as needed, to oversee and assist monitoring specialists in the performance of their job duties, such as responding to customer alarm activations, inbound calls, and resolving issues or complaints.
The Monitoring Lead is expected to operate in accordance with Securitas core values by supporting and enforcing company policies, managing staffing levels, and supporting employee retention through engagement and training/development of a 24/7/365 team as needed.
This position will work closely with the Monitoring Managers and Supervisors to maintain service levels to meet company and customer service goals and objectives.
Supervisory
Responsibilities:
o Provide work directions and assignments to monitoring specialists to handle various customer and phone queue assignments based on current activity and staffing levels.
o Manage employee breaks throughout the shift as needed.
o Resolves and/or escalate customer complaints (Quality Concern Reports).
Determines validity of complaint via due diligence in fact-finding.
Initiates appropriate follow-up to ensure resolution of customer issues as needed.
o Address performance and behavioral concerns of all monitoring specialists as needed.
Duties/
Responsibilities:
o Working Lead - 50% spent as monitoring specialist.
o Supports the monitoring supervisors to direct resources on the shift to handle aging phone calls and alarm signal activity in the various monitoring queues as needed.
o Conduct a controlled environment and continuing education training for monitoring specialists.
o Serves as general liaison for employees, customers, and visitors; answers questions provides information, and directs problems to the appropriate party.
o Ensures that monitoring specialists are informed about policy/procedural changes via written and verbal correspondence, bulletins, and written pass-down memos requiring individual employee signoff.
o Always applies discretion in disseminating confidential and sensitive information in nature.
o Attend meetings, events, and special events as needed.
o Encourages professionalism, open communication, employee engagement, and retention.
o Performs other related duties as assigned.
Required Skills/Abilities:
o Excellent verbal and written communication skills.
o Extensive knowledge of monitoring operations procedures.
o Organized with attention to detail.
o Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
o Ability to interact and work with employees from various backgrounds and experience levels.
o Ability to exercise sound judgment and problem solving and decision-making skills.
o Ability to communicate, support, and enforce all department policies.
o Proficient in Microsoft Office Suite or related software.
o Proficient in operating and navigating in Mastermind and/or SONIP platform o Intermediate to high proficiency ability to perform procedures for various customer queues, including but not limited to SME, National Accounts, Sonitrol, etc.
o Ability to exercise independent judgment based on experience to vary from standard operating procedures.
o Ability to mentor and train monitoring specialists.
o Ability to prioritize and align resources in response to varying shift activities that impact service levels.
Physical Demands/Work environment:
o Prolonged periods sitting at a desk and working on a computer o Professional Office Environment/Monitoring Station o Variations of Temperature Education and
Experience:
o High School Diploma or GED/equivalent required.
o 1
year experience in call center environment preferred o Department of Defense secret clearance preferred o Must be flexible with work schedule to support the needs of a 24/7/365 monitoring center.
The above statements reflect the general qualifications, duties, and/or responsibilities necessary to identify the job and are not necessarily intended to set forth all of the job's specific requirements or position.
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce.
Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
#SDBCSS Recommended Skills Attention To Detail Call Centers Communication Customer Service Decision Making Fact Finding Estimated Salary: $20 to $28 per hour based on qualifications.
(SES) is a division of Securitas AB, the largest protective services provider in the world with over 370,000
Securitas Heroes across the world.
SES offers a full portfolio of video, access, intrusion, fire and integrated systems and services.
As a leading systems integrator and alarm monitoring company, we deliver the SES Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.
The Monitoring Lead will support monitoring supervisors, as needed, to oversee and assist monitoring specialists in the performance of their job duties, such as responding to customer alarm activations, inbound calls, and resolving issues or complaints.
The Monitoring Lead is expected to operate in accordance with Securitas core values by supporting and enforcing company policies, managing staffing levels, and supporting employee retention through engagement and training/development of a 24/7/365 team as needed.
This position will work closely with the Monitoring Managers and Supervisors to maintain service levels to meet company and customer service goals and objectives.
Supervisory
Responsibilities:
o Provide work directions and assignments to monitoring specialists to handle various customer and phone queue assignments based on current activity and staffing levels.
o Manage employee breaks throughout the shift as needed.
o Resolves and/or escalate customer complaints (Quality Concern Reports).
Determines validity of complaint via due diligence in fact-finding.
Initiates appropriate follow-up to ensure resolution of customer issues as needed.
o Address performance and behavioral concerns of all monitoring specialists as needed.
Duties/
Responsibilities:
o Working Lead - 50% spent as monitoring specialist.
o Supports the monitoring supervisors to direct resources on the shift to handle aging phone calls and alarm signal activity in the various monitoring queues as needed.
o Conduct a controlled environment and continuing education training for monitoring specialists.
o Serves as general liaison for employees, customers, and visitors; answers questions provides information, and directs problems to the appropriate party.
o Ensures that monitoring specialists are informed about policy/procedural changes via written and verbal correspondence, bulletins, and written pass-down memos requiring individual employee signoff.
o Always applies discretion in disseminating confidential and sensitive information in nature.
o Attend meetings, events, and special events as needed.
o Encourages professionalism, open communication, employee engagement, and retention.
o Performs other related duties as assigned.
Required Skills/Abilities:
o Excellent verbal and written communication skills.
o Extensive knowledge of monitoring operations procedures.
o Organized with attention to detail.
o Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
o Ability to interact and work with employees from various backgrounds and experience levels.
o Ability to exercise sound judgment and problem solving and decision-making skills.
o Ability to communicate, support, and enforce all department policies.
o Proficient in Microsoft Office Suite or related software.
o Proficient in operating and navigating in Mastermind and/or SONIP platform o Intermediate to high proficiency ability to perform procedures for various customer queues, including but not limited to SME, National Accounts, Sonitrol, etc.
o Ability to exercise independent judgment based on experience to vary from standard operating procedures.
o Ability to mentor and train monitoring specialists.
o Ability to prioritize and align resources in response to varying shift activities that impact service levels.
Physical Demands/Work environment:
o Prolonged periods sitting at a desk and working on a computer o Professional Office Environment/Monitoring Station o Variations of Temperature Education and
Experience:
o High School Diploma or GED/equivalent required.
o 1
year experience in call center environment preferred o Department of Defense secret clearance preferred o Must be flexible with work schedule to support the needs of a 24/7/365 monitoring center.
The above statements reflect the general qualifications, duties, and/or responsibilities necessary to identify the job and are not necessarily intended to set forth all of the job's specific requirements or position.
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce.
Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
#SDBCSS Recommended Skills Attention To Detail Call Centers Communication Customer Service Decision Making Fact Finding Estimated Salary: $20 to $28 per hour based on qualifications.
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