Customer Response Services Specialist - 1st and 2nd shifts available! Confidential Arlington, MA Job Details Full-time $18 - $25 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Opportunities for advancement Life insurance Referral program Qualifications Computer operation Confidential information handling Computer literacy Compliance with security regulations Criminal Justice High school diploma or GED Microsoft Teams Communications Associate's degree Full Job Description Summary of duties and responsibilities The scope of the Customer Response Services Specialist role is responsible for receiving and responding to alarm signals from residential and commercial security systems. This includes quickly assessing incoming alerts, determining the nature of the event (such as burglary, fire, or medical emergency), and dispatching emergency services or contacting customers as needed. Agents must follow established protocols to ensure swift, accurate responses and maintain detailed logs of each event. The role requires strong attention to detail, effective communication skills, and the ability to remain calm and focused in high-pressure situations to help protect lives and property. Duties include but are not limited to the following: Monitor incoming alerts from security systems and assess the nature and urgency of each event Contact and coordinate with police, fire, or medical responders as needed, following strict response protocols. Call customers to verify alarms, provide updates, or offer assistance based on the type of alert received. Record all alarm activity, communications, and actions taken in detailed system logs for compliance and review. Stay composed and focused during emergencies to ensure accurate information is relayed and proper procedures are followed.

Experience:

1 to 2+ years of experience in customer service, call center, dispatch, or security-related role. Experience in high-pressure or fast-paced environments, such as emergency response, healthcare, or telecommunications, is highly valuable. Familiarity with monitoring or dispatch software Strong communication and multitasking skills, especially in handling calls and data entry simultaneously during urgent situations Prior exposure to security or alarm systems is a plus, but not required for entry-level candidates with the right aptitude and reliability. Other job duties as assigned Other requirements: This position supports government contracts and is subject to applicable contractual and security requirements. U.S. Citizenship is required due to government contract requirements. Must successfully complete all required background screening. Must be eligible to obtain and maintain required government access. Must comply with applicable security, confidentiality, and information-handling requirements. Education requirement : High School Diploma or Equivalent (Required) Associate's or Bachelor's Degree (Preferred): A degree in Criminal Justice, Emergency Management, Communications, or a related field is preferred Physical Activities/ Requirements Office-Desk Job Manual dexterity and sitting are required in carrying out own responsibilities (i.e. use of personal computers). Ability to efficiently operate all job-related office equipment. Ability to communicate via telephone and work in virtual teams. Ability to work in a dynamic environment. Ability to work in a traditional professional office setting Ability to lift to 5 -10lb The expected salary range for this position is $18-$25/hour. The compensation determination for each candidate is dependent on experience, skills, qualifications, education, training as well as internal equity. We are committed to pay equity and transparency in our hiring practices Americans With Disabilities Act Our company complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

Equal Employment Opportunity Statement :

Our company is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, gender, age, disability, veteran status, marital status, or sexual orientation.

Pay:

$18.00 - $25.00 per hour

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Referral program Vision insurance

Education:

High school or equivalent (Required)

Experience:

customer service, call center, dispatch, or security-related: 1 year (Required) Shift availability: Day Shift (Preferred) Night Shift (Preferred) Ability to

Commute:

Arlington, MA 02476 (Preferred)

Work Location:

In person