Job Description

Alarm Dispatcher

Are you quick to respond in high-stakes situations and thrive in a fast-paced environment? Join our team as an Alarm Dispatcher at a company recognized as a "Best Place to Work in the Bay Area"! In this role, you will play a vital part in protecting people and property by responding to alarm signals and phone calls. You'll manage customer requests and provide peace of mind when it's needed most. If you're looking for a dynamic and impactful role, we want you on our team!

Job Duties:

1. Monitor and respond promptly to incoming alarm signals and calls, ensuring timely action.
2. Initiate outbound calls to customers, police, fire departments, and emergency contacts to coordinate effective responses.
3. Provide exceptional customer service, maintaining professionalism and calm under pressure.
4. Process and review daily alarm reports, ensuring accuracy and timely follow-up on any issues.
5. Identify and troubleshoot customer concerns, working to resolve issues efficiently and effectively.
6. Assist with administrative and operational support as needed to ensure smooth daily operations.
7. All other miscellaneous responsibilities and other duties as assigned.

Requirements:

• No prior experience required - we train you!
• 1-2 years of customer service or related experience preferred.
• Good written and oral communication and customer service skills.
• Strong work ethic and detailed oriented.
• Basic computer proficiency required, including data entry and the ability to multi-task effectively in a fast-paced environment.
• High School Diploma or equivalent required.
• Demonstrate a calm, reliable, and team-orientated mindset with a strong desire to help others
• Must be available to work nights, weekends, and holidays; schedules are fixed and do not rotate.
• Final applicant will need to have the ability to pass a pre-employment screening process.

Physical Requirements and Working Conditions:

• Ability to sit for extended periods while using a headset and computer.
• Frequent use of hands and fingers to operate a keyboard, mouse, and telephone system.
• Clear verbal communication skills and auditory acuity to engage in conversations for long durations.
• Occasional lifting of items up to 10 pounds, such as office supplies or small packages.
• Visual ability to read screens, scripts, and documents throughout the shift.
• Fast-paced, structured office or remote environment with frequent inbound and/or outbound calls.
• Continuous interaction with customers, often handling high call volumes and emotionally charged situations.
• Scheduled shifts, which may include evenings, weekends, or holidays depending on business needs.
• Requires adherence to set performance metrics (e.g...., call handle time, quality scores, schedule adherence).
• Work is performed in a climate-controlled setting with minimal physical risk, though high mental focus is required.
• May involve use of multiple monitors, CRM systems, and call center software.

Shift Availability and Training Requirements:

• Our Alarm Dispatch department operates 24/7 to ensure we're always protecting our customers. While team members are assigned to consistent shifts after training, we're currently looking for candidates with open availability, including day, swing, and graveyard shifts.
• Please note: Initial training is held during daytime hours, and flexibility is important during this period. After training, shift assignments are stable and consistent.
• Potential for remote work after completing training.

Compensation Package:

We offer a competitive starting wage of $20-$23 per hour, based on experience, along with additional incentives, including:

• Monthly performance bonus of up to $500
• Shift differentials for evening and overnight hours
• Language pay differentials for bilingual team members

Join the Bay Alarm Family!

Come start or advance your career at Bay Alarm, the nation's largest independently owned security company. We prioritize internal growth for our employees and offer outstanding promotional opportunities. As a family-owned company we value work life balance. 15% of our employees have been with Bay Alarm for 15+ years! Work locally and make a difference in your community at one of our 16 branch locations across California, Arizona, and Washington.

All positions support Bay Alarm in our commitment to being our best at every opportunity, providing the expertise, technology, personalized service and support to keep our customers and their valuables safe.

We offer comprehensive benefits; medical, dental, vision, life insurance, and 401(k) with company match.

Highlights Include:

• 40-Hour Workweek with Overtime Opportunities
• Paid Training and a Clearly Defined Career Path (Level System)
• Alarm System Purchase Plan and Employee Discounts
• Benefits; medical, dental, vision, life insurance, long term disability
• Vacation, Sick Time, Holidays, Bay Alarm Days
• 401(k) with a company match
• Employee Referral Bonus Program
• Flexible Spending Account
• Employee Assistance Program (EAP)
• Education Reimbursement
• Family Scholarship Programs
• Employee Resource Groups
• Community Service Programs

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