Specialist Home Automation & Security Monitoring

Specialist, Home Automation & Security Monitoring

Location: Farmers Branch, Texas

The Specialist, Home Automation & Security Monitoring position will support the Digital Life Services organization. AT&T's Digital Life Services including Home Security, Home Monitoring, Home Automation & Control, Home Healthcare, Personal Energy Management and other applications 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. Position acknowledges, verifies and dispatches Life and Property related alarm signal notifications. Responses 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. Notifies appropriate authorities and customers if alarm signal is received; must adhere to standard operating procedures and special instructions. Addresses 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. Provides appropriate emotional support (empathy, reassurance, and understanding) during medical/crisis calls. Provides 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.

Will be required to submit to and maintain all required Federal, State and Local jurisdictional licensing requirements. This will include 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).

Must be knowledgeable of basic emergency care, understanding of Monitoring call center environments and services provided, proficient in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet.

Must be able to operate a PC and its peripherals, display problem solving skills, possess strong communication and listening skills, interact with and explain information to a broad group of customers. Must be able to sit for long periods while monitoring PC screens (without requirement of excessive mobility), troubleshoot technical problems with customer over the phone.

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.