Job Description

People Architects is excited to partner with Northeast Ohio’s best-in-class residential and commercial security solutions as they recruit for a Customer Care Representative .

Position Summary

As a Customer Care Representative , you’ll be the calm, confident voice responding to alarms and emergencies with precision, urgency, and compassion. You will monitor incoming alerts, coordinate with emergency responders, and support customers through potentially stressful situations.

Key Responsibilities

• Monitor alarm systems for security, fire, and environmental alerts using state-of-the-art tools
• Respond to alarms following strict protocol and ensure accurate, timely dispatch of emergency services
• Communicate with homeowners, business owners, and authorities in high-pressure situations
• Document all incidents and communications accurately in system logs
• Maintain a strong understanding of all client accounts and response procedures
• Coordinate with field technicians and internal departments to resolve system issues
• Provide exceptional service with professionalism, empathy, and attention to detail

Qualifications (Required and Preferred)

• High school diploma or equivalent required; associate’s degree preferred
• Prior experience in dispatch, emergency communications, or call center environment strongly preferred
• Excellent verbal communication and problem-solving skills
• Ability to stay calm and organized in emergency situations
• Familiarity with security systems or alarm response procedures is a plus
• Willingness to work flexible shifts, including nights, weekends, and holidays
• Must pass background check and drug screening

$16.00 - $17.00 hourly

Excellent Benefits when Full Time

OT eligibility

401k with company match

We are committed to a diverse and inclusive workplace. People Architect and our clients are equal opportunity employers and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Applicants for employment with any of People Architect’s clients will ever be asked to provide money (even if reimbursable) as part of the job application or hiring process.

*no external agencies/3rd parties.

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