As ACS Security is an essential business that protects people and property, we must continue to hire to protect our customers.
Join a team that is growing with immediate starts available!
ACS Security has become Los Angeles’s largest residential security company with a longstanding track record of success.
We are seeking driven, responsible full-time Central Station Operators to support a growing security demand in areas of West Los Angeles and San Fernando Valley.
Excellent earning and advancement opportunities are available for successful individuals.
Compensation & Benefits
The compensation package will be competitive to the market and with a competitive base salary and exceptional benefits.
At ACS Security, our employees and their welfare are very important to us.
As such, our collective goal is to create a productive working environment for employees while providing quality service to our customers and dealers.
In addition to a positive and inclusive work culture, ACS provides a comprehensive compensation and benefits package including:
Competitive Pay
Medical, Dental, Vision coverage with significant company contributions
Company 401k Plan
Company-paid long and short-term disability and Life Insurance Plan, Life, and Disability
Company Paid Time Off
Company Paid Holidays
Voluntary Accident, Hospital, and Critical Illness Plans
Employee Assistance Program
Employee Wellness Program
Advancement Opportunities
Learning and Development Opportunities
In-Office Food and Beverage Options
Discounted Employee Pricing on ACS Products and Services
Position Summary:
As emergency signals are sent to the central station monitoring center, the central station operators respond to the alarm activity, review the nature of the emergency, and resolve technical customer-related issues for our clients.
The operators answer customer calls and follow up regarding customer needs with a responsibility to:
Resolve issues for clients via phone, in person, or electronically
Track customer issues and resolutions.
Provide technical assistance for alarm company clients
Essential duties and responsibilities:
Respond to all incoming phone calls and answer questions
Work with distressed clients calmly and professionally, working quickly and accurately
Verify and respond to calls to dispatch or emergency signals to police/fire agencies
Identify the different types of signals and follow the SOPSs for each signal
Notify customers and authorities when an alarm signal is received
Notify customers of non-emergency signals
Notify responders on emergency signals after dispatch
Process basic data changes to customer accounts
Troubleshoot systems problems with customers to restore operation to the customers satisfaction
Attend employee meetings and training sessions
Follow all department and company policies
Monitor accounts for all open/close signals and calls if not armed/disarmed at specified times
Understand VIP accounts
Maintain confidential information related to customers
Work collaboratively as a team with co-workers and management and follow managements direction
Required Skills:
Excellent phone etiquette, and customer service skills
Proficiency with computers, phones, fax machines, office equipment, and the internet
Proficiency with the Microsoft Suite
Typing 40 wpm
Ability to meet all quality and productivity standards
Strong problem solving and decision-making skills
Ability to work in a highly organized manner and be detail-oriented.
Must be proficient in reading and writing in English.
Must be able to adapt to a dynamic work environment with competing demands and have the ability to approach issues to identify resolutions that best fit the situation.
Must be able to arrive at work in a punctual manner and work assigned shifts.
Must be able to work weekends, holidays, various shifts, and overtime
Experience/Education
6 months to 1-year of clerical experience working with customers on the phone.
High school diploma or General Education Degree (GED)
Licensing/Training
Maintain an ACE License and participate in all state and company required training within company identified deadlines.
Physical Requirements / Work Environment
Note: 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.Â
Ability to:
Sit for long periods of time
Occasional standing for short periods of time
Perform repetitive motion type tasks regularly using hands including using a mouse and keyboard
Occasionally lift, carry and/or move items weighing up to ten (10) pounds
Hear sounds at normal speaking levels, particularly on the phone
Speak including expressing and exchanging information, in particular on the phone
Perform duties such as reading and preparing written documents, and viewing information on a computer terminal, using close visual acuity