Video Analyst and Customer Experience Agent

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company.
This position is responsible for monitoring customer's security, fire and other integrated systems. Position verifies alarm system activations and responds in an appropriate manner, adhering to all Pye-Barker Fire & Safety standards and procedures. This is an overnight position.
Essential Duties & Responsibilities:
Provide customer service over the phone by answering inquiries, offering instructions when needed, and making appropriate customer account changes.
Assist customers in troubleshooting their alarm systems when issues arise.
Coordinate service requests with the Service Dispatcher and Technicians when appropriate.
Log all pertinent account activity in the appropriate logs. Collaborate with Installation and Service Technicians to upload and download program information and test systems.
Input information into database as required.
Generate the following reports (reports may vary depending on the shift worked): Shift Reports, Late-to-Arm Reports, Incident Reports, Miscellaneous reports as needed.
Maintains a working knowledge of all equipment currently installed in customers' businesses and homes.
Other duties as assigned by management.
Education/Qualification:
A high school diploma or equivalent is required.
A minimum of one year of customer service experience is required.
At least six months of data entry and computer experience is required.
Familiarity with security systems and/or monitoring experience is preferred.
Other Duties:
Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
Performs other duties as assigned.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Benefits and Perks:
Excellent pay
Medical, dental, vision
Company paid life insurance
Company paid short-term disability
401K with employer match
Paid vacation and company holidays
Training and Career Development
Company vehicle (if job applicable)
Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees
Our Commitment:
Pye-Barker is built on four core values – customer-bias, trust, respect, and commitment – that serve as the north star for how we conduct business within our community and across our branches. As a group, we promise to do what’s right by our customers, community, and one another, each and every day.
Our EEO Statement:
Pye-Barker Fire & Safety is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, pregnancy, sexual orientation, gender identity, gender expression, genetic information, disability, military service and veteran status, or any other characteristic protected by applicable law.