Career Pathways in Customer Operations
Our Customer Operations team is the heartbeat of the life-saving work that we do at Guardian Alarm. Not only will you help us provide the best customer experience, but we put you in the driver’s seat to master your skills and expose you to additional areas of the company. Get the knowledge and confidence you need to excel in this dynamic field and see that you can make an impact on our customer’s lives.
Groups operating as ONE TEAM to meet the needs of our customers
Alarm Monitoring
Customer Care
Customers for Life
VIP
Virtual Guardian
Customer Tech Support
24 hours a day, 7 days a week, 365 days a year, we monitor what’s important to our customers and immediately take action on alarms by contacting the customer and dispatching first responders when necessary.
Our goal is to fully resolve the customer concern the first time, proactively build loyalty and provide a level of service they will tell their friends and family about.
Sometimes customers decide to leave us. This highly skilled team works with them to understand their challenges and create a solution that addresses what is needed to retain them as Guardian customers.
Customers with multiple sites and complex types of protection will pay Guardian a higher rate for protection and more personalized service. The VIP team provides customer care that is more tailored for these customers.
Using advanced video analytics to monitor a customer’s property, this team is able to prevent break-ins before they happen. They use audio broadcast technology to intervene in unauthorized suspicious or illegal activity before it escalates.
This team leverages it’s tech savviness to solve our customers more complex security issues. Our goal is to successfully resolve any issues while on the phone, minimizing customer downtime and preventing unnecessary trips onsite.
Monitoring Specialist
Brief Position
Description
The Monitoring Specialist is responsible to monitor signals from customer alarm systems and respond to signals by providing accurate information to the proper authorities.
Education and Experience Required
High School Diploma or equivalent
1-2 years of customer service experience
Required
Skillset
The ability to multi-task, excellent customer service skills, strong attention to detail, the ability to follow specific procedures, and proficient computer skills
Training
Required
High Priority Alarm Class /Exam
Low Priority Alarm Class/Exam
UL Alarm Training
False Alarm/Elevator Training
MAS Training
Avaya Training
Workforce Management Training
Monitoring
Specialist
Monitoring
Specialist
Lead Specialist Customer Ops
Brief Position
Description
The Lead Specialist in Customer Operations provides mentoring and coaching assistance for the Monitoring and Customer Care Specialists. In addition, the Lead Specialist role also provides operational support to improve the overall performance of the team and ensure Guardian Alarm is providing a best-in-class customer experience.
Education and Experience Required
High School Diploma or equivalent
2-3 years of call center experience, previous process improvement or training experience, experience in coaching others, thorough understanding of the Customer Operations department at Guardian Alarm, and experience in resolving alarm conditions
Required
Skillset
Excellent communication skills, extensive knowledge of the procedures and principles of the Customer Operations department, strong attention to detail, the ability to coach and mentor Monitoring and Customer Care Specialists, and proficient with Microsoft Office Suite
Training
Required
High Priority Alarm Class /Exam
Low Priority Alarm Class/Exam
UL Alarm Training
False Alarm/Elevator Training
MAS Training
Avaya Training
Workforce Management Training
Lead Specialist Customer Ops
Lead Specialist Customer Ops
Customer Care Specialist
Brief Position
Description
The Customer Care Specialist will assist customers regarding billing, active alarms, service inquiries, troubleshooting,and general questions. Agents strive to resolve customer needs in 1 call using their extensive knowledge and
empathetic customer service skills
Education and Experience Required
High School Diploma or equivalent
1-2 years of customer service experience
Required
Skillset
Excellent communication, service-oriented, and proficient computer skills
Training
Required
All Monitoring Specialist Training
Customer Care Classes/Exams:
Tech 1, Billing,
All calls, Customer service Excellence
Shadow time with Field Support, CFL, Tech Support
Application Training:
Alarm.com,
Our Guardian, 365,
Alarmnet,
Dealer portal etc.
Customer Care Specialist
Customer Care Specialist
Monitoring Operations Supervisor
Brief Position
Description
The Monitoring Operations Supervisor provides leadership and direction to Monitoring Specialists in the Customer Ops team. This role requires direct responsibility and oversight of all events conducted by the Monitoring Specialists in accordance with company and customer standard operating procedures ensuring the team consistently delivers high quality results.
Education and Experience Required
High School Diploma or equivalent
3-5 years of previous call center, law enforcement, security, dispatch or related experience
3-5 years of previously experience ein training, coaching and mentoring team members
Required
Skillset
Strong leadership, coaching and feedback skills, exceptional communciation skills, the ability to remain calm in stressful situations, superior time management and problem-solving skills, and familiarity with Microsoft Office Suite and PowerBI along with other related software
Training
Required
All Monitoring Specialist Training
Supervisor Training/Exam
Supervisor MAS functions
Escalation Training
Managing/Leading/Coaching Employees
Monitoring Operations Supervisor
Monitoring Operations Supervisor
VG Monitoring Specialist
Brief Position
Description
The VG Monitoring Specialist is responsible for operating and maintaining video surveillance equipment, watching both live and recorded video surveillance footage, reporting incidents or suspicious behavior, and contacting the authorities when necessary.
Education and Experience Required
High School Diploma or equivalent
1-2 years of customer service experience
Required
Skillset
The ability to multi-task, excellent customer service skills, strong attention to detail, the ability to follow specific procedures, proficient computer and phone skills with the ability to work on multiple programs at one time, the ability to work in a team environment, and the ability to remain calm in stressful situations
Training
Required
All Monitoring Specialist Training
VG training
Site Specific Modules
VG exam
VG Monitoring
Specialist
VG Monitoring Specialist
CFL Retention Specialist
Brief Position
Description
The Customer for Life Specialist is responsible for delivering exceptional customer service and solutions through implementation of customer retention strategies to increase loyalty and retain business. Individuals in this role work directly with customers who are at risk of cancelling services by addressing complaints and implementing retention strategies with the goal of increasing satisfaction and securing customer renewals or saves.
Education and Experience Required
High School Diploma or equivalent
1-2 years of customer service experience
Required
Skillset
Excellent communication skills, the ability to remain calm and in control during difficult conversations, service-oriented, and strong attention to detail skills
Training
Required
All Monitoring Specialist Training
All Customer Care Specialist Training
CFL Training and exam
Listening Skills
Right Signature/Contract Training
Voziq Training
CFL Retention
Specialist
CFL Retention Specialist
Customer Tech Support Specialist
Brief Position
Description
The Customer Tech Support Specialist will assist both residential and commercial customers with complex security and fire alarm issues and help program automated items such as thermostats, sensors, door locks, light modules, and key fobs.
Education and Experience Required
High School Diploma or equivalent
1-2 years of customer service experience
Required
Skillset
Excellent communication skills, service-oriented, proficient computer skills, and the ability to learn new software
Training
Required
All Monitoring Specialist Training
All Customer Care Specialist Training
Tech Support Training/Exams
Case Creation – 365 training
Visual Assistance Training
Remote access Training
Customer Tech
Support Specialist
Customer Tech Support Specialist
Customer Care Supervisor
Brief Position
Description
The Customer Care Supervisor is responsible for the coaching and development of a team of Customer Care Specialists in a fast-paced, dynamic call center environment. This supervisor is responsible for leading and providing feedback to aid to the Specialists in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service.
Education and Experience Required
High School Diploma or equivalent
3-5 years of previous call center, law enforcement, security, dispatch or related experience
3-5 years of previously experience ein training, coaching and mentoring team members
Required
Skillset
Strong leadership, coaching and feedback skills, exceptional communciation skills, the ability to remain calm in stressful situations, superior time management and problem-solving skills, and familiarity with Microsoft Office Suite and PowerBI along with other related software
Training
Required
All Monitoring Specialist Training
All Customer Care Specialist Training
Supervisor Training
Supervisor MAS Functions
Escalation Training
Managing/Leading/Coaching Employees
Customer Care Supervior Training/Exam
Customer Care Supervisor
Customer Care Supervisor
Lead CFL Specialist
Brief Position Description
The Lead Customer for Life Specialist is responsible for delivering exceptional customer service and solutions through implementation of customer retention strategies to increase loyalty and retain business. This role also assists the Customer Success Management in the daily leadership of the CFL team by providing mentorship and training as necessary to the CFL Specialists.
Education and Experience Required
High School Diploma or equivalent
1-2 years of customer service experince and previous customer retention experience
Required
Skillset
Excellent communication skills,
the ability to remain calm and in
control during difficult
conversations, service-oriented,
and strong attention to detail
Training
Required
All Monitoring Specialist Training
All Customer Care Specialist Training
Coaching and Mentoring New People
Being a Great Mentor part 1 and 3 Training Module
Extensive Exam for area of expertise
Lead CFL
Specialist
Lead CFL Specialist
VIP Account Specialist
Brief Position
Description
The VIP Account Specialist interacts with Guardian Alarm’s VIP customers by addressing inquiries and resolving issues as they arise.
Education and Experience Required
High School Diploma or equivalent
5+ years of customer service experience
Required
Skillset
Excellent communication skills, service-oriented, proficient computer skills, and the ability to learn new software
Training
Required
All Monitoring Specialist Training
All Customer Care Specialist Training
VIP Training/exam
VIP Site Specific Training
VIP Account
Specialist
VIP Account Specialist
Career Pathways in Field Operations
No matter what professional background you may have, you can grow and excel in a department that plays an important role in delivering the best service to our customers. Our Technical Operations team provides the service and care our customers deserve while giving you the knowledge you need to apply yourself in other areas of the company. Before you know it, you will be on your way to becoming an expert in your field, making you an invaluable and important part of our team.
Commercial Alarm Tech Apprentice
Brief Position
Description
This position will require a fair amount of wire pulling. Also, shadowing our veteran technicians with the intent to observe and assist with the installation of various security, video, and intercom systems. This will require climbing ladders throughout commercial environments or the use of a scissor lift.
Education and Experience Required
High School Diploma or equivalent
Low voltage or experience pulling wires preferred
Required
Skillset
Familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
No training is required prior to hiring.
However, Apprentices will receive 12 months of on-the-job training
Commercial Alarm
Tech Apprentice
Commercial Alarm
Tech Apprentice
Commercial Install Tech 1
Brief Position
Description
This position will consist of everything an Apprentice does, including installing these
systems independently or with minimal guidance. This will require climbing ladders throughout commercial environments or the use of a scissor lift.
Education and Experience Required
High School Diploma or equivalent
1 year of field technician experience in telecommunication or alarm and security industries
Required
Skillset
Familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
LIFT Training
Video Systems Training
Alarm Panel Training
Commercial
Install Tech 1
Commercial
Install Tech 1
Commercial Install Tech 2
Brief Position
Description
This position has the technician installing bigger security, access control, and high-end video systems. At times with the help of apprentices, or independently with minimal or no guidance.
Education and Experience Required
High School Diploma or GED
Enrolled in fire program. Working towards NICET 1 and 2 certifications and F.A.S.T. afterward
2+ years of field technician experience in the alarm, security, and fire protection industry
Required
Skillset
Familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
LIFT Training
Alarm Panel Training
Brivo Training
Avigilon Training
Commercial
Install Tech 2
Commercial
Install Tech 2
Commercial Install Tech 3
Brief Position
Description
This position requires NICET levels 1 and 2, the F.A.S.T. state certification, and, in some cases requiring Fitness certification to work on fire systems in Detroit. Technicians will also be required to install fire systems, such as AST 2. This will require climbing ladders throughout commercial environments or the use of a scissor lift.
Education and Experience Required
High School Diploma or GED
Possesses NICET level 2, F.A.S.T., and working on Fitness certification
3-5 years of field tech experience in the alarm, security, and fire protection industry
Required
Skillset
Proficiency with all AST 1 and AST 2 essential duties, the ability to mentor or train other team members, strong knowledge of network applications, codes and standards in force dictating approved installation/repair methods, familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
LIFT Training
Alarm Panel Training
Brivo Training
Avigilon Training
Fire Training
Commercial
Install Tech 3
Commercial
Install Tech 3
Commercial Install Tech Supervisor
Brief Position
Description
The Supervisor oversees a team of technicians and is responsible for ensuring their productivity. Their main duties include managing timesheets, vehicles, and GeoTabs, conducting inventory, addressing technician issues, answering technical calls, following up on jobs, and verifying work quality. Additionally, working on the Supervisor job queue regularly is a responsibility shared amongst all supervisors.
Education and Experience Required
High School Diploma or GED
Fire license and certifications preferred
1-3 years of experience in the security industry is required. 1-3 years of leadership experience preferred
Required
Skillset
Excellent organizational skills, excellent time management skills, strong problem-solving abilities, strong leadership skills, and a thorough understanding of safety laws, regulations, and policies
Training
Required
New Leader Bootcamp
Commercial Install
Tech Supervisor
Commercial Install
Tech Supervisor
Commercial Install Tech Master
Brief Position
Description
This position covers the installation of all fire systems, access control systems, high-end video systems, large alarm systems, all intercom systems, including all supported GAC systems. This will require climbing ladders throughout commercial environments or the use of a scissor lift.
Education and Experience Required
High School Diploma or GED
Possesses NICET level 2, F.A.S.T., and Fitness certifications
5+ years of field tech experience in the alarm, security, and fire protection industry
Required
Skillset
Proficiency with all AST 1, 2, and 3 essential duties, the ability to mentor or train other team members, strong knowledge of network applications, codes and standards in force dictating approved installation/repair methods, familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
LIFT Training
Alarm Panel Training
Brivo Training
Avigilon Training
Fire Training
System Integration Training
Commercial Install
Tech Master
Commercial Install
Tech Master
Residential Alarm Tech Apprentice
Brief Position
Description
This position will require a fair amount of job shadowing our veteran technicians. Observing and assisting the installation of various security, video, and intercom systems.
Education and Experience Required
High School Diploma or GED
Low voltage or experience pulling wires preferred
Required
Skillset
Familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
No training required prior to hire. However, Apprentices will complete the Alarm.com certification within 90 days and receive 90 days of on-the-job training
Residential Alarm
Tech Apprentice
Residential Alarm
Tech Apprentice
Residential Install Tech 1
Brief Position
Description
This position is a far more independent position. A technician will be installing smaller security, video, and intercom systems. At times with other technicians, sometimes independently.
Education and Experience Required
High School Diploma or GED
1 year of field technician experience in telecommunication or alarm and security industries
Required
Skillset
Familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
Video Systems Training
Residential
Install Tech 1
Residential
Install Tech 1
Monitoring Specialist
Brief Position
Description
This position has technicians installing wireless and hard-wired security, analog, small intercom, and IP camera systems, mostly independently.
Education and Experience Required
High School Diploma or GED
2+ years of field technician experience in the alarm, security, and fire protection industry
Required
Skillset
Familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
Video Systems Training
Alarm Panel Training
Residential
Install Tech 2
Residential
Install Tech 2
Install Tech Supervisor
Brief Position
Description
The Supervisor oversees a team of technicians and is responsible for ensuring their productivity. Their main duties include managing timesheets, vehicles, and GeoTabs, conducting inventory, addressing technician issues, answering technical calls, following up on jobs, verifying work quality. Additionally, working on the Supervisor job que regularly is a responsibility shared amongst all supervisors.
Education and Experience Required
High School Diploma or GED
Fire license and certifications preferred
1-3 years of experience in the security industry is required. 1-3 years of leadership experience preferred
Required
Skillset
Excellent organizational skills, excellent time management skills, strong problem-solving abilities, strong leadership skills, and a thorough understanding of safety laws, regulations and policies
Training
Required
New Leader Bootcamp
Residential Install
Tech Supervisor
Residential Install
Tech Supervisor
Service Tech 1
Brief Position
Description
This position has the technician running service calls on bigger security, access control, and high-end video systems. At times with the help of apprentices, or independently with minimal or no guidance.
Education and Experience Required
High School Diploma or GED
1 year of field technician experience in telecommunication or alarm and security industries
Required
Skillset
Familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
LIFT Training
Video Systems Training
Alarm Panel Training
Service
Tech 1
Service
Tech 1
Service Tech 2
Brief Position
Description
This position has the technician installing bigger security, access control, and high-end video systems. At times with the help of apprentices, or independently with minimal or no guidance.
Education and Experience Required
High School Diploma or GED
Enrolled in fire program. Working towards NICET 1 and 2 certifications and F.A.S.T. afterward
2+ years of field technician experience in the alarm, security, and fire protection industry
Required
Skillset
Proficiency with all AST 1 essential duties, familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
LIFT Training
Alarm Panel Training
Brivo Training
Avigilon Training
Service
Tech 2
Service
Tech 2
Service Tech 3
Brief Position
Description
This position requires NICET levels 1 and 2, the F.A.S.T. state certification, and, in some cases requiring Fitness certification to work on fire systems in Detroit. Technicians will also be required to install fire systems, such as AST 2. This will require climbing ladders throughout commercial environments or the use of a scissor lift.
Education and Experience Required
High School Diploma or GED
Possesses NICET Level 2, F.A.S.T and working on Fitness certification
3-5 years of field tech experience in the alarm, security, and fire protection industry
Required
Skillset
Proficiency with all AST 1 and AST 2 essential duties, the ability to mentor or train other team members, strong knowledge of network applications, codes and standards in force dictating approved installation/repair methods, familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
LIFT Training
Alarm Panel Training
Brivo Training
Avigilon Training
Fire Training
Service
Tech 3
Service
Tech 3
Service Tech Supervisor
Brief Position
Description
The Supervisor oversees a team of technicians and is responsible for ensuring their productivity. Their main duties include managing timesheets, vehicles and GeoTabs, conducting inventory, addressing technician issues, answering technical calls, following up on jobs, verifying work quality.
Education and Experience Required
High School Diploma or GED
Fire license and certifications preferred
1-3 years of experience in the security industry required. 1-3 years of leadership experience preferred
Required
Skillset
Excellent organizational skills, excellent time management skills, strong problem solving abilities, strong leadership skills, and thorough understanding of safety laws, regulations and policies
Training
Required
New Leader Bootcamp
Service
Tech Supervisor
Service
Tech Supervisor
Service Tech Master
Brief Position
Description
This position requires the technician to run service calls on all of all fire systems, access control systems, high end video systems, large alarm systems, all intercom systems, including all other supported GAC systems. This will require climbing ladders throughout commercial environments or the use of a scissor lift.
Education and Experience Required
High School Diploma or GED
Possesses NICET level 2, F.A.S.T., and Fitness certification
5+ years of field tech experience in the alarm, security, and fire protection industry
Required
Skillset
Proficiency with all AST 1, 2, and 3 essential duties, the ability to mentor or train other team members, strong knowledge of network applications, codes and standards in force dictating approved installation/repair methods, familiarity with mobile tools and applications, the ability to learn mechanical and/or electronic skills, strong communication skills, and the ability to work independently
Training
Required
Alarm.com Training
LIFT Training
Alarm Panel Training
Brivo Training
Avigilon Training
Fire Training
System Integration Training
Service
Tech Master
Service
Tech Master
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