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Lead, ERC

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Location
Centennial, CO
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Job Description:

LEAD, ERC

Apply Now DATE POSTED 02/13/2018 Requisition Number: 213116BR Location: United States - Colorado - Centennial Area of Interest: Customer Service, Other, Telecommunications Position Type: Full Time PURPOSE:

Assists Emergency Response Center Supervisors and Managers in the support and coordination of the office staff operation and staff activity.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Assists with training, motivation, and support of Emergency Response Center Alarm Agents.

Handles difficult/complex customer issues.

Maintains a high level of confidentiality when dealing with customer and employee issues and exhibits good judgment when handling complicated requests.

Maintains and sets and example for professional and respectful conduct when interacting with customers and co-workers.

Manages multiple priorities efficiently and timely.

Proven track record in maintaining levels of operational tasks, as well as overall alarm and call processing productivity and compliance.

Provides assistance as required by the traffic and/or scheduling function of the alarm center.

May assist in examining alarm center trends, including alarm/call volumes, patterns, staff productivity and resource allocation.

Assist with scheduling coverage based on traffic and staffing levels. Report variances and discrepancies to procedure or policy to Emergency Response Center Supervisors. Coordinates and reports status of routine assignments and special projects performed by agents.

Verifies data entry, alarm events and audio records, provides necessary feedback and documentation to Supervisors for follow up.

Reports daily activity requiring follow up to remote offices.

Submits weekly overview of shift activity to management.

Completes routine equipment checks.

Coordinates manual processing of alarm signals in conjunction with DR/BCM procedures.

Special Projects as assigned.

Basic alarm panel remote programming.

Must be flexible for schedule changes to accommodate training, meetings and be available for overtime as required by business operations.

KNOWLEDGE/SKILLS/ABILITIES:

Has met all the requirements of a Emergency Response Center Alarm Agent.

Exhibits mastery in customer service skills and problem solving.

Exhibits leadership qualities.

Ability to work independently, receives general instructions on routine work and detailed instructions on new assignments.

Ability to operate/troubleshoot basic office equipment (PC, printer, fax, receivers, alarm panels, telephone system, various software packages).

Achieves required call monitoring scores.

Must demonstrate excellent writing skills.

Must maintain a polished and professional attitude at all times. Communicates issues with facts, suggestions and possible resolutions.

Must possess excellent verbal communication skills (this includes the ability to communicate effectively, tactfully and courteously with all clients and employees).

Must be able to continuously learn and retain knowledge of new services and promotions being offered by the company.

Must possess minimum one year of Windows based computer experience.

Knowledge of Word and spreadsheets required.

Must possess basic mathematical skills.

Strong attention to detail required.

Must maintain a high level of confidentiality in dealing with customer and employee data.

Must be able to answer and manage telephone calls and traffic at defined performance standards.

Must fulfill applicable Alarm Agent Licensing, Registration and Certification requirements.

Spanish language skills desired.

EDUCATION & EXPERIENCE:

High School Diploma or equivalent required.

Associate s degree in Communications or related field preferred.

Central Station Alarm Association (CSAA) Level II Operator certification.

Has successfully performed the duties of Emergency Response Center Alarm Agent or similar position for 1 2 years. Help desk and/or supervisory experience desired.

Two years face-to-face and/or phone customer service experience in fast paced environment.

Experience with browser based applications and sending/receiving email required.

The Spectrum brand is powered and innovated by **MEMBERS ONLY**SIGN UP NOW***.. **MEMBERS ONLY**SIGN UP NOW***. reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

**MEMBERS ONLY**SIGN UP NOW***. will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances. FCC Unit: 13541 - Mountain States Business Unit: Customer Operations Apply Now Apply Later

Company info

Charter Communications
Website : https://www.spectrum.com/

Company Profile
Spectrum Business has faster Internet, advanced voice services and more HD for your business. Spectrum Business Internet is made to keep your workforce connected with the fastest speeds, plus NO Contract, NO Hidden Fees, & NO Taxes! Only $39.99/mo when bundled. Spectrum Business Voice-Unlimited Long Distance plus advanced Business Calling Features. Only $29.99/mo. with NO Fees. NO Taxes. NO Contract.

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