Alarm Service Coordinator

Description

Company 

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.

Great company culture and room for growth.

The Alarm Service 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. 

Responsibilities 

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 

Requirements

High School Diploma or GED

3+ years of customer service and dispatching experience

Able to work Monday – Friday, 7:30 AM – 4:00 PM in office.

Able to sit for prolonged periods of time, working off dual monitors

Working knowledge of Windows applications (Word, Excel, and Outlook)

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

Preferred

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