AT&T Customer Monitoring Specialist 1 (Norcross, GA)
Provides service to customers by monitoring alarm systems and acknowledging and responding to event conditions. Response may include notifying emergency responders, customers, and or their designees upon receiving an alarm condition indicating a possible Fire, Medical, Burglary, Duress/Hold-up, or any other abnormal condition at the customers' location. Acts with a high sense of urgency and focused attention to detail appropriate for handling Life and Property activity. This elevated delivery expectation must be timely and accurate due to the sensitive nature of the events being handled as well as the possible ramifications if process deviation or delays occur.
To perform this job successfully, the Customer Monitoring Specialist I may be expected to perform some or all of the duties listed with independent degree of decision making and without direction from others.
• Acknowledges, verifies and dispatches Life and Property related alarm signal notifications. Response must be timely and accurate with particular attention given to general procedures and non- standard handling instructions (when present) or loss of life/significant property loss may occur.
• Provides prompt, professional and empathetic response to customer inquiries with a focus on researching, resolving and documenting customer concerns.
• Notify appropriate authorities and customers if alarm signal is received; must adhere to standard operating procedures and special instructions.
• Address wide spectrum of customer interactions associated with account activity much may include; business inquires, quality concerns, billing questions, process deviation requests (both Temporary and Permanent) and product technical support when directed.
• Provide appropriate emotional support (empathy, reassurance, and understanding) during medical/crisis calls.
• Provide basic life saving direction over the phone until such time as dispatched emergency responders arrive on scene. This direction is given to the customer independently without direction from others.
• Submit to and maintain all required Federal, State and Local jurisdictional licensing requirements. This includes obtaining and or attending required training when assigned, timely research on documentation of personal history when required as well as possible collection of supporting documentation when requested by Agency Having Jurisdiction (AHJ). Licensing requirements are not optional and are required to maintain role, therefore, termination of license(s) due to personal issues will result in loss of assignment.
SUPERVISORY RESPONSIBILITIES KNOWLEDGE, SKILLS AND ABILITIES Knowledge • Understanding of basic emergency care.
• Understanding of Monitoring call center environments and services provided.
• Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet.
Skills • Manipulate and access phones.
• Operate a PC and its peripherals.
• Excellent communication and listening skills.
• Strong visual acuity for computer work.
• Display effective problem solving skills.
• Interact with and explain information to a broad group of customers.
• Excellent teambuilding, customer service, and interpersonal skills.
• Must possess good decision-making skills, ability to analyze problems, and be very organized and detail oriented.
Abilities • Sit for long periods while monitoring PC screens (without requirement of excessive mobility).
• Experience with troubleshooting technical problems with customer over the phone .
• Communicate effectively with both internal and external customers verbally and in text under stressful and time constrained conditions (emergency situations).
• Exercise sound judgment in dealing with sensitive and confidential matters.
• Prioritize and maintain multiple priorities.
• Maintain high level of quality standards.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Retain and understand basic medical life saving concepts and deliver life saving steps over the phone during customer's medical emergencies.
• Able to work a rotating shift in a 24/7 operation
WORK ENVIRONMENT • Underwriters Laboratories secured Central Station monitoring facility.
• The noise level in the work environment is usually moderate.
Qualifications: REQUIRED QUALIFICATIONS: • 6 months of customer care experience in a call center environment
• Availability to work a flexible schedule which includes all hours of call center operation
DESIRED QUALIFICATIONS • Alarm industry monitoring call center experience preferred.
• 1 years of customer care experience in a call center environment
• Fluency in Spanish desired.
• Previous basic Emergency Medical (EMT/Red Cross Basic Life Saving etc) training preferred.
CERTIFICATES, LICENSES, REGISTRATIONS• Valid driver's license required.
• Employment dependent upon ability to obtain and hold all state and local jurisdictional Security Industry licenses in which monitoring services will be provided.
• Licensing dependent upon ability to pass detailed background in all state and local jurisdictions in which monitoring services will be provided. Fingerprints could be required. Felony and misdemeanor charges will affect ability to obtain and hold required monitoring licenses. Other jurisdictional requirements may vary.
AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
The largest communications company in the United States. And the world. We are the industry leaders in providing wireless service, high speed internet access, local and long distance voice, and directory publishing and advertising services across the US. We are also developing our business to include next-generation television services with our new AT&T U-VerseSM TV.
Join our incredibly diverse company of more than 250,000 people and help drive the innovation that keeps AT&T at the leading edge of technology and service. Expect big things from the company that created the communications industry.
