Overnight Customer Service Representative

Career Opportunities with Rapid Response Monitoring

* 2 ND SHIFT, 3 RD SHIFT & WEEKEND PAY RATE DIFFERENTIALS! *

Rapid Response acknowledges the sacrifices our employees make when supporting our customers during all hours of the day, overnight, and weekends. In recognition of that commitment, we are offering shift differentials for hours worked outside of standard business hours.

• For hours worked between Monday – Friday 6:01am 4:59pm, $20 per hour (base pay rate)
• For hours worked between 5:00pm and 9:00pm, +$0.50 per hour
• For hours worked between 9:01pm and 6:00am (Overnight), +$1.00 per hour
• For hours worked Saturday & Sunday between midnight and 11:59pm, +$1.00 per hour

Role Summary

In our line of work, customer service means so much more as we are the voice of reassurance on the other line. While our call center never closes and CSR’s work rotating holidays and weekends, you’ll maintain a steady work schedule.

Rapid’s presence in the industry is growing as we continue to shape and define what alarm monitoring means. Using the most modern technology in our monitoring center, our team protects life and property in countless communities by responding to alarm activations, immediately contacting customers and providing necessary assistance; including confirming a false alarm and dispatching first responders in the case of a true emergency.

As an essential member of our team, you will also provide excellent customer service over the phone to ensure the satisfactory resolution of any questions or concerns regarding customers’ alarm systems.

No prior industry experience is necessary! We pride ourselves in our training and provide fully paid, extensive 4-week instruction in our state-of-the-art classroom training environment.

Location

On site in Syracuse, NY.

Start your 4-week training on one of the dates below:

• April 28, 2025 (8:00am - 4:30pm)

Responsibilities

• Successfully complete all required training and follow company protocols and procedures
• Processes inbound/outbound calls from customers and authority agencies in a call center setting
• Provides detail-oriented customer service and empathetic support to our customers with a sense of urgency
• Responds to, verifies, and dispatches on emergency signals
• Handles security alarm activations for residences and businesses in a professional manner
• Multitask and remain calm in various emergency situations

Qualifications

• Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service
• Proficient computer, written, and verbal skills
• Must be vaccinated against COVID-19. We are not requiring boosters at this time.

Available Positions

• Full-Time
  :
  We pay a $500 hiring bonus to all new Customer Service Representatives (CSR) after 6 months of employment!
• Part-Time
  :
  We pay a $250 hiring bonus to all new Customer Service Representatives (CSR) after 6 months of employment!
• Overnight: We pay a $500 or $250 hiring bonus to all new Customer Service Representatives (CSR) after 6 months of employment; shift differential offered for overnight.
• Spanish Bilingual
  :
  In addition to the hiring bonus, we pay all new Spanish Bilingual Customer Service Representatives (CSR) a base pay rate of $21/hr afternoon and overnight shift differentials also apply.

What awaits you at Rapid Response

• Annual salary increases and performance bonuses
• Medical, Dental, Vision, and 401k
• Additional compensation for special skills, particularly: bilingual in Spanish
• Paid Vacation and Sick Time
• Internal advancement opportunities
• Wellness Program + Wellness DAYS OFF

About Rapid Response

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses.

Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service…