The Alarm Monitoring & Sales Support Specialist is responsible for ensuring the safety, security, and satisfaction of customers by monitoring alarm signals, responding to emergency events, and providing frontline sales and customer service support. This position requires strong attention to detail, excellent communication skills, and the ability to remain calm under pressure. The Specialist will also assist with onboarding new customers, scheduling site visits, and supporting the sales team with quotes, follow-ups, and CRM updates.

Key Responsibilities

Monitoring & Emergency Response

• Monitor incoming alarm signals through Alarm.com and internal monitoring platforms.
• Verify alarm events and follow emergency response protocols, including calling customers, authorities, and designated contact lists.
• Document all alarm activity, calls, and actions taken in the monitoring system.
• Maintain compliance with SIS (Security & Intelligence Services) signal forwarding requirements.
• Notify management of critical or escalated alarms and unusual activity.
• Perform regular system checks to ensure monitoring accuracy and uptime.

Sales & Customer Support

• Handle inbound inquiries regarding alarm systems, monitoring plans, upgrades, and billing.
• Support the sales team by preparing quotes, contracts, and onboarding documentation.
• Enter and update customer information in CRM/QuickBooks Online as needed.
• Schedule technician appointments for installations, repairs, and site evaluations.
• Conduct follow-up calls and send emails to support lead conversion and customer retention.
• Assist with service ticket creation and status tracking.

 

Administrative Duties

• Maintain accurate customer records, monitoring notes, and call logs.
• Process monitoring plan renewals, upgrades, and account changes.
• Collect payments or initiate payment arrangements when necessary.
• Participate in shift change briefings and handover reporting.
  

  Required Skills & Competencies

  • Strong verbal and written communication skills.
  • Ability to remain calm and professional during emergency events.
  • High attention to detail and strong documentation habits.
  • Customer service-oriented with a confident, problem-solving approach.
  • Comfortable with technology, multiple screens, and web-based platforms.
  • Ability to follow strict protocols without deviation.

  Shift & Work Requirements

  • Must be available for rotating 8–12 hour shifts, including nights, weekends, and public holidays.
  • Must sign and comply with confidentiality and data security policies.
  • Remote work required at Monitoring Center unless authorized otherwise.
    
    

  Performance Indicators (KPIs)

  • Alarm response time and protocol accuracy.
  • Customer satisfaction ratings and call resolution time.
  • Lead processing speed and sales support conversion rate.
  • CRM / account data accuracy and documentation compliance.
  • Attendance and shift reliability.
  
  

  Independent Contractor Perks

  HMO Coverage for eligible locations

  Permanent work from home

  Immediate hiring

  Steady freelance job