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Lead, Alarm Agent Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Syracuse, NY Syracuse, New York |
About this job
Posting Job Title:Lead, Alarm Agent
Requisition #: 164251BR
Posting Location: Syracuse, NY, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Lead Alarm Agent
for our Response Center Department.
Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
The schedule for this position will be: 8:30pm-7:00am Saturdays, Sundays, Wednesdays and Thursdays.
PURPOSE :
Assists Emergency Response Center Supervisors and Managers in the support and coordination of the office staff operation and staff activity. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
- Assists with training, motivation, and support of Emergency Response Center Alarm Agents.
- Handles difficult/complex customer issues.
- Maintains a high level of confidentiality when dealing with customer and employee issues and exhibits good judgment when handling complicated requests.
- Maintains and sets and example for professional and respectful conduct when interacting with customers and co-workers.
- Manages multiple priorities efficiently and timely.
- Proven track record in maintaining levels of operational tasks, as well as overall alarm and call processing productivity and compliance.
- Provides assistance as required by the traffic and/or scheduling function of the alarm center.
- May assist in examining alarm center trends, including alarm/call volumes, patterns, staff productivity and resource allocation.
- Assist with scheduling coverage based on traffic and staffing levels. Report variances and discrepancies to procedure or policy to Emergency Response Center Supervisors. Coordinates and reports status of routine assignments and special projects performed by agents.
- Verifies data entry, alarm events and audio records, provides necessary feedback and documentation to Supervisors for follow up.
- Reports daily activity requiring follow up to remote offices.
- Submits weekly overview of shift activity to management.
- Completes routine equipment checks.
- Coordinates manual processing of alarm signals in conjunction with DR/BCM procedures.
- Special Projects as assigned.
- Basic alarm panel remote programming.
- Must be flexible for schedule changes to accommodate training, meetings and be available for overtime as required by business operations.
KNOWLEDGE/SKILLS/ABILITIES :
- Has met all the requirements of a Emergency Response Center Alarm Agent.
- Exhibits mastery in customer service skills and problem solving.
- Exhibits leadership qualities.
- Ability to work independently, receives general instructions on routine work and detailed instructions on new assignments.
- Ability to operate/troubleshoot basic office equipment (PC, printer, fax, receivers, alarm panels, telephone system, various software packages).
- Achieves required call monitoring scores.
- Must demonstrate excellent writing skills.
- Must maintain a polished and professional attitude at all times. Communicates issues with facts, suggestions and possible resolutions.
- Must possess excellent verbal communication skills (this includes the ability to communicate effectively, tactfully and courteously with all clients and employees).
- Must be able to continuously learn and retain knowledge of new services and promotions being offered by the company.
- Must possess minimum one year of Windows based computer experience.
- Knowledge of Word and spreadsheets required.
- Must possess basic mathematical skills.
- Strong attention to detail required.
- Must maintain a high level of confidentiality in dealing with customer and employee data.
- Must be able to answer and manage telephone calls and traffic at defined performance standards.
- Must fulfill applicable Alarm Agent Licensing, Registration and Certification requirements.
- Spanish language skills desired.
EDUCATION & EXPERIENCE :
- High School Diploma or equivalent required.
- Associate ' s degree in Communications or related field preferred.
- Central Station Alarm Association (CSAA) Level II Operator certification.
- Has successfully performed the duties of Emergency Response Center Alarm Agent or similar position for 1 - 2 years. Help desk and/or supervisory experience desired.
- Two years face-to-face and/or phone customer service experience in fast paced environment.
- Experience with browser based applications and sending/receiving email required.
MENTAL DEMANDS :
- Must be able to remain positive with both internal and external customer contacts at all times.
- Ability to handle a high volume of telephone calls in successive order while maintaining a professional demeanor.
- Ability to work in fast paced and stressful environment.
- Must be able to work under highly goal oriented and fast paced work environment.
- Ability to think through a problem, analyze and break it down into parts to resolve or come up with a logical solution.
- Ability to effectively defuse emotionally charged situations with customers over the phone.
- Ability to troubleshoot technical problems over the telephone involving customer equipment.
- Ability to ascertain needs of customer and through persuasive sales techniques, sell services.
- Ability to analyze customer records, and clearly explain them to the customer.
- Ability to exercise good judgment, keeping in mind company policies and procedures as guidelines, in issuing credits, scheduling installation/service calls and satisfying the customer.
- Ability to maintain mental focus.
- Ability to communicate by telephone majority of the work day.
PHYSICAL DEMANDS :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Sitting for long periods of time and will spend the majority of the work day in a seated position
- Typing, data entry, use of mouse, and reading on a computer continuously throughout the work day.
- Visually able to use a computer continuously throughout the work day.
- Must be able to hear and speak.
- Must be able to bend and lift and/or move up to 25 pounds.
HUMAN RELATIONS :
- Interacts extensively with internal and external customers over the phone including corporate business units, other cable divisions, outside vendors, and multiple internal departments.
MATERIALS AND SPECIAL EQUIPMENT USED :
- Telephone, Electronic computer systems, security systems, printer, fax, calculator, headset and mouse.
TWCCB 02/26/2015
FCC Unit_TWC: 1053
Controlling Establishment ID: 00168 - East Syracuse Fly Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Requisition #: 164251BR
Posting Location: Syracuse, NY, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Lead Alarm Agent
for our Response Center Department.
Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
The schedule for this position will be: 8:30pm-7:00am Saturdays, Sundays, Wednesdays and Thursdays.
PURPOSE :
Assists Emergency Response Center Supervisors and Managers in the support and coordination of the office staff operation and staff activity. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
- Assists with training, motivation, and support of Emergency Response Center Alarm Agents.
- Handles difficult/complex customer issues.
- Maintains a high level of confidentiality when dealing with customer and employee issues and exhibits good judgment when handling complicated requests.
- Maintains and sets and example for professional and respectful conduct when interacting with customers and co-workers.
- Manages multiple priorities efficiently and timely.
- Proven track record in maintaining levels of operational tasks, as well as overall alarm and call processing productivity and compliance.
- Provides assistance as required by the traffic and/or scheduling function of the alarm center.
- May assist in examining alarm center trends, including alarm/call volumes, patterns, staff productivity and resource allocation.
- Assist with scheduling coverage based on traffic and staffing levels. Report variances and discrepancies to procedure or policy to Emergency Response Center Supervisors. Coordinates and reports status of routine assignments and special projects performed by agents.
- Verifies data entry, alarm events and audio records, provides necessary feedback and documentation to Supervisors for follow up.
- Reports daily activity requiring follow up to remote offices.
- Submits weekly overview of shift activity to management.
- Completes routine equipment checks.
- Coordinates manual processing of alarm signals in conjunction with DR/BCM procedures.
- Special Projects as assigned.
- Basic alarm panel remote programming.
- Must be flexible for schedule changes to accommodate training, meetings and be available for overtime as required by business operations.
KNOWLEDGE/SKILLS/ABILITIES :
- Has met all the requirements of a Emergency Response Center Alarm Agent.
- Exhibits mastery in customer service skills and problem solving.
- Exhibits leadership qualities.
- Ability to work independently, receives general instructions on routine work and detailed instructions on new assignments.
- Ability to operate/troubleshoot basic office equipment (PC, printer, fax, receivers, alarm panels, telephone system, various software packages).
- Achieves required call monitoring scores.
- Must demonstrate excellent writing skills.
- Must maintain a polished and professional attitude at all times. Communicates issues with facts, suggestions and possible resolutions.
- Must possess excellent verbal communication skills (this includes the ability to communicate effectively, tactfully and courteously with all clients and employees).
- Must be able to continuously learn and retain knowledge of new services and promotions being offered by the company.
- Must possess minimum one year of Windows based computer experience.
- Knowledge of Word and spreadsheets required.
- Must possess basic mathematical skills.
- Strong attention to detail required.
- Must maintain a high level of confidentiality in dealing with customer and employee data.
- Must be able to answer and manage telephone calls and traffic at defined performance standards.
- Must fulfill applicable Alarm Agent Licensing, Registration and Certification requirements.
- Spanish language skills desired.
EDUCATION & EXPERIENCE :
- High School Diploma or equivalent required.
- Associate ' s degree in Communications or related field preferred.
- Central Station Alarm Association (CSAA) Level II Operator certification.
- Has successfully performed the duties of Emergency Response Center Alarm Agent or similar position for 1 - 2 years. Help desk and/or supervisory experience desired.
- Two years face-to-face and/or phone customer service experience in fast paced environment.
- Experience with browser based applications and sending/receiving email required.
MENTAL DEMANDS :
- Must be able to remain positive with both internal and external customer contacts at all times.
- Ability to handle a high volume of telephone calls in successive order while maintaining a professional demeanor.
- Ability to work in fast paced and stressful environment.
- Must be able to work under highly goal oriented and fast paced work environment.
- Ability to think through a problem, analyze and break it down into parts to resolve or come up with a logical solution.
- Ability to effectively defuse emotionally charged situations with customers over the phone.
- Ability to troubleshoot technical problems over the telephone involving customer equipment.
- Ability to ascertain needs of customer and through persuasive sales techniques, sell services.
- Ability to analyze customer records, and clearly explain them to the customer.
- Ability to exercise good judgment, keeping in mind company policies and procedures as guidelines, in issuing credits, scheduling installation/service calls and satisfying the customer.
- Ability to maintain mental focus.
- Ability to communicate by telephone majority of the work day.
PHYSICAL DEMANDS :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Sitting for long periods of time and will spend the majority of the work day in a seated position
- Typing, data entry, use of mouse, and reading on a computer continuously throughout the work day.
- Visually able to use a computer continuously throughout the work day.
- Must be able to hear and speak.
- Must be able to bend and lift and/or move up to 25 pounds.
HUMAN RELATIONS :
- Interacts extensively with internal and external customers over the phone including corporate business units, other cable divisions, outside vendors, and multiple internal departments.
MATERIALS AND SPECIAL EQUIPMENT USED :
- Telephone, Electronic computer systems, security systems, printer, fax, calculator, headset and mouse.
TWCCB 02/26/2015
FCC Unit_TWC: 1053
Controlling Establishment ID: 00168 - East Syracuse Fly Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCCSE500