Monitored Services Coordinator

**South Western Communications

South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.** Title: Monitored Services Coordinator Reports to: Director of Service

Class: Full-Time Type: Hourly

Position Summary The Monitored Services Coordinator plays a critical role in ensuring the integrity, accuracy, and responsiveness of monitored accounts. This position is responsible for overseeing the lifecycle of monitored accounts—from creation and setup to ongoing supervision and modification. The Monitored Services Coordinator serves as a key liaison between technical teams and customers, ensuring that all monitored services are configured correctly and maintained to the highest standards.

Key Responsibilities

• Account Creation & Setup Monitoring:
• Verify and validate new monitored account setups.
• Ensure all required data and configurations are accurately entered into monitoring systems.
• Coordinate with installation teams to confirm communicator programming and connectivity.
• Account Supervision Monitoring:
• Regularly auditing active accounts for proper supervision settings.
• Identify and resolve discrepancies or missing supervision parameters.
• Monitor system alerts and escalate issues as needed.
• Daily check-ins on accounts and customer calls regarding overnight signals and missed test events.
• Account Modifications & Changes:
• Process and track changes to monitored accounts, including zone updates, contact changes, and service level adjustments.
• Ensure all modifications are documented and implemented correctly.
• Deactivation of monitored accounts when systems are placed out of service.
• Communicator Programming:
• Assist with or oversee the programming of communicators for new and existing accounts.
• Troubleshoot communication issues and coordinate with technical support when necessary.
• Security System User Code Management:
• Handle user code changes and updates for remote managed systems.
• Maintain secure records of user access levels and permissions.
• Customer Support:
• Provide responsive and knowledgeable support to customers regarding their monitored accounts.
• Address inquiries related to account setup, changes, and troubleshooting.
• Educate customers on best practices for maintaining their monitored systems.

Qualifications High school diploma or equivalent.

Experience in security monitoring, alarm systems, or technical support is highly desirable.

Strong attention to detail and organizational skills.

Excellent communication and customer service abilities.

Familiarity with communicator programming and alarm panel systems is a plus.

Proficiency in using monitoring software.

Working Conditions Office-based with occasional remote support capabilities.

May require occasional after-hours support depending on customer needs or system alerts.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.