Customer Service Representative - Monitoring

Customer Service Representative - Monitoring

Join WCCTV as a Customer Success Representative responsible for analyzing alarm activity, identifying patterns, and implementing adjustments to improve system accuracy. Work closely with internal teams and monitoring partners to ensure alarms are effective and reliable.

Location: U.S. headquarters in Richardson, TX.

Schedule: Tuesday – Saturday, 9:00 am – 6:00 pm. Overtime in evenings, weekends, and holidays on a rotational basis.

Full‑time role within a fast‑paced team.

• Monitor alarm activity to identify false or nuisance alarms and analyze trends.
• Investigate root causes and implement system adjustments to improve alarm accuracy.
• Collaborate with field technicians, monitoring partners, and end users to fine‑tune system settings.
• Maintain accurate monitoring records and system documentation.
• Support system audits to ensure compliance with company standards.
• Prepare and maintain reports on alarm performance and reduction efforts.

• High school diploma or equivalent required. Associates degree in business or related discipline preferred; certification or formal training in alarm reduction skills preferred.
• 2–4 years of B2B customer or technical support experience required.
• Previous monitoring and/or alarm reduction specialist experience preferred.
• Experience with help‑desk ticketing applications required; intermediate Microsoft Office and e‑mail skills required.
• Effective active‑listening and interpersonal skills required to resolve customer issues and escalations.
• Excellent verbal and written communication skills; ability to build rapport with customers.
• Strong problem‑solving, analytical, and proactive approach to addressing customer needs.
• Strong time‑management, organization, and ability to work under pressure with shifting priorities.
• High attention to detail and follow‑through.
• Competitive pay up to $21.00 per hour based on experience and qualifications.
• Company‑provided medical, dental, vision, short‑term disability, and life insurance plans.
• 10 days paid vacation (increases with length of service) plus seven paid company holidays.
• 401(k) plan with company match up to 4% and immediate vesting.

• Up to $21.00 per hour.
• Comprehensive medical, dental, vision, short‑term disability, and life insurance coverage.
• Paid vacation: 10 days, increasing with service.
• Paid holidays: seven company holidays.
• 401(k) with up to 4% company match, immediate vesting.

Wireless CCTV LLC is an equal‑opportunity employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, religion, creed, disability, genetic information, national origin, gender, gender identity and expression, age, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state, or local laws.

Candidates must already have work authorization that would permit them to work in the United States.