Charter Communications Emergency Response Center Agent in Colorado Springs, Colorado
PURPOSE:Works in Emergency Response Center to support legacy and IntelligentHomesecurity customers in the operation of customer premise equipment and accountdata configuration. Monitor and respond to events and alarm signals generatedfrom home security systems and end users.ESSENTIAL DUTIES AND RESPONSIBILITIES: Uses electronic resources to monitor security systems in homes andbusinesses. Notifies customer of events, failures or alarms. Notifies appropriate agency of events or alarms. Answers incoming phone calls. Complies with department standards for call processing and customer servicegoals. Notifies supervisor of errors or systems issues. Performs basic troubleshooting, escalates as necessary to appropriatesupport departments per policies and procedures. Performs data entry and verification. Contact on call personnel indicated as necessary. Attends meetings/training as required. Must fulfill applicable Alarm Operator Licensing, Registration andCertification requirements.KNOWLEDGE/SKILLS/ABILITIES: Central Station Alarm Association (CSAA) Level I Operator Certificationmust be obtained within three months of accepting position. Must possess excellent verbal communication skills including the ability tocommunicate effectively, tactfully and courteously with all clients andemployees. Ability to communicate effectively and pleasantly over the phone andexpress excellent customer service skills. Must possess minimum one year of Windows-based computer experience. Basic keyboarding skills. Must possess basic math skills. Must maintain a high level of confidentiality in dealing with customer data. Must have understanding of browsers, email and the Internet. Knowledge of customer support/troubleshooting over the phone. Strong attention to detail required. Must be able to answer and manage telephone calls at defined performancestandards. Spanish language skills desired.EDUCATION & EXPERIENCE: High School Diploma or equivalent is required. One year face-to-face and/or phone customer contact experience desired.