Monitoring Administrator

This position is responsible for the Monitoring/Emergency Responder Communications Enhancement Systems (ERCS) program by maintaining the database of existing customers and setting up new accounts as well as reading and interpreting daily trouble reports to determine dispatch priority or forward to other departments as necessary by performing the following duties.

Job Duties

·        Take customer calls and update customer account information

·        Set up new customer accounts in various central station software, communicator accounts or other similar programs, prior to technicians arriving on site

·        Review and interpret trouble and call reports daily

·        Interface with local operations to schedule technicians for monitoring installations

·        Maintain a log of new customer accounts and cancelled accounts

·        Ensure customer accounts are billed properly

·        Coordinate with operations engineering team to submit plans and submittal guides to AHJ

·        Complete all customer requests in a timely manner

·        Run various reports

Adhere to company policies and procedures as well as local, state, and federal regulations and laws

·        Maintain punctual, regular, and predictable attendance

·        Work collaboratively in a team environment with a spirit of cooperation

·        Respectfully takes direction from managers

·        Other duties as assigned

Supervisory Responsibilities

This position has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. 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 duties.

Education & Experience

·        High School diploma or equivalent preferred

·        1-3 years general administrative experience

·        Knowledge of Fire & Life Safety Industry language and terminology a plus

Certificates, Licenses and/or Registrations

·        None required

Skills and Abilities

·        Possess strong basic math skills for billing and reports

·        Possess excellent organizational skills and attention to detail

·        Able to follow oral and written directions

·        Ability to provide excellent customer service

·        Able to be empathetic towards customers or coworkers

·        Ability to anticipate work needs and interact professionally with customers

·        Able to communicate effectively with coworkers, management, and customers, and display excellent interpersonal skills and awareness of controversial and/or sensitive issues

·        Ability to comply with safety requirements of the position and actively promote safe work practices

·        Self-motivated and ability to work independently

Language Skills

·        Proper business English usage, spelling, grammar, and punctuation

·        Excellent verbal and written communication and interpersonal skills 

Mathematical Skills

·        Ability to calculate basic math including fractions, percentages, and decimals. Must have strong basic math skills for billing and reports.

Computer Skills

·        Knowledge and ability to understand and operate basic computer functions, operating systems, and software applications such as Windows, Word, Outlook, Excel, Microsoft Teams,Apple IOS, and Android. In addition, required to learn and use industry specific devices and software.

Physical Demands & Work Environment

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Work Environment

While performing the duties of this job, the employee is regularly required to sit, stand, walk, and talk or hear. May need to use stairways to climb to multiple floors within office building. The employee is occasionally required to use hands and fingers to type or dial, climb, or balance, stoop, kneel, crouch or crawl, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. This position requires frequent computer use. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually quiet to moderate.