Alarm Monitoring & Customer Support Representative - 2nd & 3rd Shift at Sonitrol Great Lakes in Grand Blanc, MI, USA

Job description

• Protect What Matters.
• At Solucient Security, alarm monitoring is more than responding to signals. The decisions you make, the details you capture, and the way you communicate can directly affect the safety of our clients, their property, and their peace of mind.
• We are looking for an Alarm Monitoring & Customer Support Representative who can remain calm under pressure, follow established procedures, communicate clearly, and take ownership of providing an exceptional client experience.
• As part of our Central Station Monitoring team, you will primarily monitor commercial accounts, along with some residential accounts, and respond to intrusion, fire, and life-safety alarm activity. You will communicate directly with clients, verify alarm information, dispatch police and fire authorities when appropriate, and help ensure every alarm is handled accurately and professionally.
• No alarm industry experience is necessary. We provide an extensive 4–6 week paid training program designed to give you the knowledge, procedures, and skills necessary to confidently respond to alarm activity and help protect life and property.
• Level Up in Pay as Your Skills and Experience Level Up
• At Solucient, we believe growth should be connected to contribution. As you develop your knowledge, demonstrate competency, take on greater responsibility, and strengthen your contribution to the team and our clients, you will have opportunities to advance your skills and earning potential.
• You'll know you're succeeding when alarm activity is handled accurately and according to procedure, clients receive calm and responsive support, emergency authorities are dispatched appropriately, documentation is complete, your teammates can depend on you, and the clients you serve feel confident that Solucient is there when they need us most.

Responsibilities

• Alarm Monitoring & Emergency Response
• Monitor primarily commercial and some residential intrusion, fire, and life-safety alarm activity.
• Review incoming alarm signals and respond according to established procedures and protocols.
• Verify alarm information and communicate directly with clients and authorized contacts.
• Dispatch police, fire, and other appropriate authorities when verified alarm conditions require emergency response.
• Provide clients with timely and accurate information regarding alarm activity and emergency response.
• Maintain a high level of accuracy when handling information that may directly impact life and property.
• Client Support & Communication
• Provide professional, responsive, and compassionate support to clients during both routine and emergency situations.
• Remain calm, empathetic, and focused when assisting clients who may be experiencing stressful or urgent situations.
• Listen carefully, ask appropriate questions, and help identify solutions within established procedures.
• Communicate clearly and professionally by phone and through written documentation.
• Create a client experience that reinforces confidence in Solucient and the services we provide.
• Documentation & Procedures
• Accurately document alarm activity, client communication, dispatch information, and actions taken.
• Follow established Central Station procedures, protocols, and standard operating procedures.
• Maintain strong attention to detail while managing multiple systems and pieces of information.
• Recognize when a situation requires additional support and appropriately escalate questions or concerns.
• Protect confidential client and company information.
• Team Contribution
• Work collaboratively with other Central Station team members to maintain consistent 24/7/365 coverage for our clients.
• Communicate important information clearly during shift transitions and throughout the workday.
• Support teammates during periods of increased alarm activity or call volume.
• Continue developing your alarm monitoring, client service, and technical knowledge through training and experience.
• Contribute to improvements that make our monitoring processes, client experience, and team stronger.

Requirements

• A commitment to high standards and exceptional client service.
• Strong phone skills and excellent written and verbal communication.
• Strong data-entry and keyboarding skills.
• The ability to remain calm, empathetic, and supportive in stressful situations.
• Exceptional attention to detail.
• The ability to follow established procedures and protocols consistently.
• Strong judgment and problem-solving skills.
• The ability to manage multiple priorities while maintaining accuracy.
• A genuine desire to help clients, teammates, and the community.
• Strong computer skills, including experience with Microsoft Office; Microsoft 365 experience is a plus.
• Applicants must be at least 18 years old and have a high school diploma, GED, or equivalent.
• Previous customer support experience is preferred, with 1–2 years of customer service or related experience desired.

Skills

Required

• Strong data-entry and keyboarding skills
• Exceptional attention to detail

Preferred

• Microsoft 365 experience is a plus

Benefits

• Solucient Security is a company focused on strong relationships, employee development, and exceptional client experiences. We want our employees to be seen, heard, valued, and given opportunities to grow as their skills and contributions grow.
• Medical, Dental, and Vision insurance
• 401(k) plan with company match
• Paid Time Off
• 11 paid holidays
• Double-time pay for holidays worked
• $1/hour shift premium for hours worked between 6:00 PM and 6:00 AM
• Extensive onboarding and paid training
• Smart casual dress code with company-provided uniform shirts
• Monthly rewards, challenges, and contests
• $1,000 Employee Referral Program
• Opportunities for continued development and growth
• A team focused on creating strong employee and client experiences
• Starting Pay: $17/hour
• $1/hour shift premium for hours worked between 6:00 PM and 6:00 AM.
• Approximately 32–40 hours per week.
• This position requires availability to work both Second Shift (2:00 PM–10:00 PM) and Third Shift (10:00 PM–6:00 AM).
• Weekend and holiday availability is required.
• 11 paid holidays, plus double-time pay for holidays worked.
• This is an in-office position located at 7241 Fenton Road, Grand Blanc, Michigan.