Description

Wright-Hennepin International Response Center (WHIRC) is a 24-hour alarm monitoring center. The WHIRC Technical Sales & Administrative Coordinator is responsible for assisting in the oversight of the technology of WHIRC including software, hardware, alarm automation, implementation of technology and sales and dealer support functions of WHIRC. Will also assist in duties performed by WHIRC Administrative Support to ensure quality customer service and alarm monitoring. 

Pay: $26.00-$29.00/hour

Shift: 8am until 4:30pm, with a 30-minute lunch

Location

The position is located at our company headquarters in Rockford, MN. Rockford is located 15 miles west of Plymouth on Hwy 55. This is a full-time in-office position. Remote work will not be considered.

KEY RESPONSIBILITIES 

% of Time Responsibilities/Functions

40%

Sales Support

• Maintain a database of all accounts, contacts made and key individuals.
• Complete account and dealer changes
• Administer new and existing dealer paperwork and sales progress.
• Acts as the initial service call contact for dealers with service problems and ensure the means for resolution of the problem.
• Prepare and process necessary paperwork.
• Perform database management and special database projects as assigned.
• Assists WHIRC Dealer & Technology Manager and WHIRC Supervisor, as requested.

35%

Member/Customer Service

• Provide quick, accurate, courteous, and professional dispatching and service, abiding by the customer service standards, policies and procedures set by WHIRC.
• Provide the subscribers with the best possible service and a positive experience with WHIRC, resolving customer inquiries and concerns in a timely manner.
• Attain the training, knowledge, and skills to perform the job duties assigned.
• Use advanced technical skills to fully assist customers and employees.
• Data entry for complex programming and requests for the   customers and dealers. 
• Handle data entry of all accounts for new and existing WHIRC customers through accurate and efficient data entry and data verifying. 
• Manage escalated calls and questions from Admin team.

10%

Technology Support

• Perform system checks on equipment, recognize, and correct minor equipment problems and accurately report concerns and problems with equipment and customers.
• Lead technology and system upgrades, plan   appropriate timing for upgrades to cause minimal disruption to operations. 
• Lead training and participate in UL generator training requirements, monthly manual training, and TMA certification.
• Ensure technical integrity of all Central Station monitoring equipment (e.g., servers, signal processors, phones, etc.) and in accordance with UL licensing requirements. 
• Other duties as assigned.

10%

Billing 

• Manage billing processes. 
• Complete billing entries from reports and third-party bills. 
• Complete monthly billing calc.
• Answer questions from dealers regarding billing.

5%

On-Call Rotation

• Provide on-going regular support to Dispatchers.
• All duties and responsibilities outlined in WHIRC Security Dispatcher job description.
• Report to work for an emergency, as needed, to fulfill staffing requirements.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. 

 JOB REQUIREMENTS

Education and Experience & Licenses/Certifications

• High School education or equivalent
• Minimum of three years customer service experience
• Successful completion WHIRC Dispatcher training and TMA certification OR ability to complete training and certification 
• Minimum of two years WHIRC dispatching experience preferred
• Experience working in the alarm monitoring industry preferred

Knowledge, Skills and Abilities

• Ability to work under deadlines
• Demonstrated skills in word processing, a general knowledge of computer applications and office machines
• Excellent written and verbal communication skills
• Must adhere to WH’s core values of Teamwork, Dependability, Performance, Integrity, Safety and Member/Customer Focused.

WORKING CONDITIONS/ PHYSICAL AND MENTAL DEMANDS

Work in a climate-controlled office environment. Uses the telephone and computer keyboard extensively to communicate with numerous parties to coordinate work, answer customer questions, and develop responses.