A retail employer in the Cincinnati area is seeking an Alarm Dispatcher / Alarm Center Specialist to provide critical monitoring and support for security systems across retail, office, and distribution facilities. This role ensures timely and accurate handling of alarms and related security functions in a 24/7 environment, safeguarding people, property, and assets. The Alarm Center Specialist will monitor alarm signals, manage PIN codes and fire panels, and coordinate emergency response actions. This position requires strong technical aptitude, attention to detail, and the ability to maintain composure in high-pressure situations. Reporting to the Alarm Center Supervisor, the Specialist plays a key role in operational continuity and customer service excellence.
Required Skills & Experience
- Previous experience in a support role (help desk, technical support, or high-level customer service).
- Experience walking customers through processes and procedures.
- Ability to work weekends, holidays, and any shift in a 24/7 environment.
- Accuracy, attention to detail, and ability to prioritize multiple tasks.
Nice to Have Skills & Experience
- Experience with alarm systems and fire panel management.
- Previous alarm monitoring experience.
Key Responsibilities:
- Monitor and respond to intrusion, fire, panic, refrigeration, and duress alarms according to established protocols.
- Contact local police and fire departments for dispatch and relay accurate information.
- Manage PIN codes and fire panel configurations to maintain system integrity.
- Answer incoming calls from associates and business partners, providing clear guidance and support.
- Maintain stable performance during high-stress or emergency situations.
- Collaborate with field technicians, store teams, and vendors to resolve issues promptly.
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