The Customer Service Representative is responsible for handling all incoming alarm signal activities and taking appropriate action per instruction. The Customer Service Representative will also make outbound calls in order to contact customers, the guard service and emergency services during alarm and emergency events while following standard operating procedures. You will troubleshoot and program / re-program access control and video systems while providing technical support to technicians and customers. The associate will, from time to time, perform onsite repairs and programming as required. You will also coordinate and report on service calls and installations with the local SSO and the customer to ensure they are performed in a timely manner. This role requires heavy phone work as well as taking verbal and written instructions, typing, reading, speaking and writing.

Duties and Responsibilities:

• Initiate necessary action when irregular signals are received or trouble develops to include dispatching guards, emergency
• services and notifying the director and deputy director of the Office of Security
• Contact customer via telephone or email to inquire about unusual events with the customer's monitoring systems and
• software (i.e., inactivity on access control or video monitor)
• Work with outside repair technicians, guards, etc. to ensure that signals are received and processed properly and that
• circuits and signaling devices are restored to normal operation
• Repair devices in HQ as required and provide troubleshooting assistance to field technicians and customers
• Provide monitoring and testing support during emergency operations exercises, and events
• Adhere to standard operating procedures and special instructions
• Read, interpret and record signals received from customer's premises as needed
• Schedule and track system service calls with service manager/coordinator, customers, and technicians
• Provide troubleshooting assistance to technicians and customers
• Provide tracking of all pending activities and provide a daily account to the team
• Monitor the statuses of OCC Offices nationwide and notify OS personnel of event posts in Everbridge
• Notify OS Emergency Response Team of pertinent events received via NC4 alerts.
• Respond quickly and precisely to incoming phone calls
• Document all alarm activity and subscriber phone calls via PC
• Prepare and submit activity and history reports to the customer as required / requested
• Assist customers via telephone addressing technical alarm questions, or direct to the appropriate OS COR.
• Research alarm events via video and access control /IDS systems
• Update restricted data such as phone numbers, access cards, etc.
• Issue temporary access to employees or contractors upon request.
• Provide overflow services for Front Desk Personnel - Develop a general working knowledge of the Front Desk duties.
• Attend ad hoc program meetings
• Other duties as assigned

Qualifications

• A High School Diploma or equivalent is required.
• Experience
• A minimum of six months customer service and/or call center experience.
• Skills
• Excellent communications skills, both written and verbal
• Candidate must have knowledge of basic computer functions including Microsoft Windows.
• Advanced skills in the use of Microsoft Office suite programs including the ability to perform the following
• Create spreadsheets and workbooks
• Maintain Access Database
• Strong organizational skills
• Excellent customer service skills
• Ability to multi-task
• Detail-oriented.
• Full time schedule.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.