Alarm Systems, Inc.

Alarm Systems, Inc.

Customer Service Agent

Quincy, Illinois · Part-time

Sponsorship not specifiedDetected 44 days ago
CRMCustomer SupportCommunicationCollaborationProblem SolvingMentoringAdaptability

About the role

  • Currently setting up immediate interviews to fill vacancies!! *THIS IS NOT A REMOTE POSITION* Employment Type: Part-Time, Full-Time Shift: Second Shift (3p-11p), Third Shift (11p-7a), Set schedules that include weekends.
  • We tailor our call handling to align perfectly with each customer's needs-whether that's screening and forwarding calls, emergency dispatching, or handling after-hours messages.
  • Our on-site Operators act as an extension of the client's team, ensuring every caller receives professional, accurate, and friendly service.

Responsibilities

  • Gather Accurate Information: Collect caller details and document relevant notes clearly and completely.
  • Maintain Call Flow Metrics: Strive for efficient ring times, hold times, and talk times while ensuring call quality and accuracy.
  • Collaborate & Learn: Work closely with supervisors and peers to refine scripts, improve workflows, and participate in ongoing quality assurance (QA) and coaching sessions.
  • Detail-Oriented: Ability to document complete, accurate, and concise information-no "text-speak."
  • Team Player: Willing to learn from QA/coaching feedback, assist co-workers when needed, and maintain a positive attitude.
  • Willing to learn from QA/coaching feedback, assist co-workers when needed, and maintain a positive attitude.
  • Comprehensive Training & Ongoing Coaching: One-on-one and group training to build your skills, including QA feedback to help you excel.

Requirements

  • Handle after-hours and weekend calls according to each client's unique protocols, including emergency dispatching when required.
  • Comfortable navigating phone systems, call software, CRM platforms, and basic troubleshooting (no specialist coding required).
  • Provide After-Hours Support: Handle after-hours and weekend calls according to each client's unique protocols, including emergency dispatching when required.
  • Tech-Savvy: Comfortable navigating phone systems, call software, CRM platforms, and basic troubleshooting (no specialist coding required).

Nice to have

  • Work closely with supervisors and peers to refine scripts, improve workflows, and participate in ongoing quality assurance (QA) and coaching sessions.
  • High School Diploma or Equivalent
  • college coursework preferred.
  • 1+ year in a call center, receptionist role, or customer-facing position (answering service experience is a plus).
  • Base hourly rate plus shift differential for weekends.
  • Holidays are double pay!!
  • Customer Service Experience: 1+ year in a call center, receptionist role, or customer-facing position (answering service experience is a plus).

Skills

  • Clear, professional phone etiquette; excellent grammar, spelling, and written skills for crafting messages and quick reports.

Benefits

  • Benefits Package (full-time employees):
  • Medical and dental coverage
  • Paid time off (vacation and sick time)
  • 401(k) retirement plan with company match
  • We look forward to learning more about you!

Company info

  • At Midwest Answer, we're a niche answering service dedicated to delivering personalized, 24/7/365 client support. We tailor our call handling to align perfectly with each customer's needs-whether that's screening and forwarding calls, emergency dispatching, or handling after-hours messages. Our on-site Operators act as an extension of the client's team, ensuring every caller receives professional, accurate, and friendly service.
  • Position Overview
  • We're seeking a motivated Customer Service Representative to join our team of Operators. As the first point of contact for our clients' customers, you'll handle inbound calls, gather essential details, follow custom protocols, and ensure messages are delivered promptly and accurately. If you thrive in a fast-paced environment, enjoy problem-solving, and take pride in representing multiple businesses with a professional demeanor, we want to hear from you!
  • At Midwest Answer, we're a niche answering service dedicated to delivering personalized, 24/7/365 client support.
  • We're seeking a motivated Customer Service Representative to join our team of Operators.
  • As the first point of contact for our clients' customers, you'll handle inbound calls, gather essential details, follow custom protocols, and ensure messages are delivered promptly and accurately.
  • If you thrive in a fast-paced environment, enjoy problem-solving, and take pride in representing multiple businesses with a professional demeanor, we want to hear from you!
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