Customer Solutions Center Representative My Alarm Center Fort Worth

Title Customer Solutions Center Representative
Date 2020
Company My Alarm Center
City Fort Worth

Short Description :

The CSC Associate has a technical aptitude and can identify the root cause with customers calls and takes ownership to ensure the customer is satisfied with MAC service and products Answer contractual, alarm, and data entry inquiries Work closely ,…

Full Description :

My Alarm Center is looking for candidates for a Full and Part-Time roles in our Customer Solutions Center working 5-6 hours day/5 days a week in a flexible schedule that meets the needs of the business. This role does allow for Working Remotely/From Home if desired with access to our regional Hawk Security Services offices.

The Customer Solutions Center Associate consistently projects a positive, professional, and solution-focused response with all customers. The CSC Associate has a technical aptitude and can identify the root cause with customers’ calls and takes ownership to ensure the customer is satisfied with MAC service and products. This position plays a crucial role in supporting a positive customer experience while reducing support costs by preventing unnecessary requests for service appointments.

Essential Functions/Responsibilities

  • Answer incoming calls and make outbound calls to customers
  • Respond to and follow up on daily correspondence and voicemail messages
  • Assist customers with a wide variety of questions and/or concerns about their account
  • Create a positive customer experience
  • Assist customers with tasks such as making payments over the phone, setting up a web login or password, resending invoices, etc.
  • First, call resolution
  • Answer contractual, alarm, and data entry inquiries
  • Assist customers with new products, billing issues, contracts, etc.
  • Use follow-up techniques to ensure inquiries are resolved in a timely and accurate manner
  • Work closely with technicians on troubleshooting signals and technical issues
  • Arrange service appointments including scheduling, contacting technicians, and distributing service tickets
  • Adhere to all established procedures and controls
  • Communicate professionally and constructively via phone and/or via email to provide problem resolution and ensure customer satisfaction and documenting the customer file with detailed notes
  • Promote customer awareness of services and products that will enhance their stickiness
  • Troubleshooting over-the-phone to reduce truck rolls
  • Meet and exceed service level metrics
  • Assist with special projects as needed
  • Participate in self-directed, continuous education on industry products and services during non-peak calling periods
  • Other duties as assigned


  • 1-3 years customer-facing experience required
  • 1-2 years of industry experience strongly desired
  • High level of customer focus and relationship building
  • Excellent listening skills
  • Self-directed and detail orientated
  • Positive, pleasant, and professional communication skills – both written and verbal
  • Ability to maintain control of a conversation and provide a high level of service to each call
  • Ability to make decisions that are in the best interest of the customer and the company
  • Must be able to work independently as well as in a team setting
  • Proficient at prioritizing workload
  • Proficient with Microsoft Word and Outlook
  • Able to sit at a desk for long periods
  • High School Diploma or GED required

Job Competencies

  • Ability to problem solve
  • Customer-centric focus
  • Able to prioritize assignments
  • Self-starter
  • Able to exchange ideas and information
  • Flexibility in schedule
  • Quickly build rapport and trust with customers and coworkers

Work from Home Requirements

This role is for both Full and Part-Time and able to work from home, providing the following requirements are met:

  • Must have a quiet, distraction-free WFH space that allows for uninterrupted work during the entire shift and quiet and professional conversations with customers.
  • Must have proper IT set up to allow for uninterrupted internet connectivity
  • Windows 10 PC with
  • 215 MB of free disk space
  • A minimum of 6 GB random access memory (RAM) is required.
  • Quad Core x86 or equivalent at a minimum
  • Intel Processor gen 4 or newer preferred. (i3, i5, i7)

· High Speed Internet with a minimum download speed of 15mbps and upload speed of at least 8mbps

  • Must be able to come to the local Hawk Security Services offices occasionally for in-person training, company meetings.

Hawk Security Services offices:

· Fort Worth: 14500 Trinity Blvd #600, Fort Worth, TX 76155

· Houston: 1450 W Sam Houston Pkwy S, Houston, TX 77043

· Tyler: 3318-A S SW Loop 323, Tyler, TX 75701

· San Antonio: 4216 Thousand Oaks Dr. #101, San Antonio, TX 78217

Job Types: Full-time, Part-time

Pay: $11.00 - $13.00 per hour


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance


  • Day shift
  • Monday to Friday
  • Night shift
  • Weekends


  • Call Center: 1 year (Preferred)
  • sales: 1 year (Preferred)
  • customer service: 1 year (Preferred)


  • High school or equivalent (Preferred)

Work Location:

  • Fully Remote

This Job Is:

  • A job for which military experienced candidates are encouraged to apply
  • A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
  • A good job for someone just entering the workforce or returning to the workforce with limited experience and education
  • A job for which all ages, including older job seekers, are encouraged to apply
  • Open to applicants who do not have a college diploma
  • A job for which people with disabilities are encouraged to apply

Company's website:


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