Job Details

Account Specialist I


800 E Waterman,
Wichita, Kansas 67202


SUMMARY: To retain existing customers by resolving outstanding issues or negotiating/instilling value in

current services.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. To perform this job successfully, the Account Specialist I may be expected to perform some or all of the duties listed, and other duties as assigned.

£  Answer Incoming Customer Phone Calls.

£  De-escalate and resolve escalated customer issues.

£  Interprets  and deciphers  contract terms.

£  Renegotiate Commercial and Residential Contracts.

£  Utilizes SOA to make sound business decisions.

£  Provide accurate and timely follow through on all customer inquiries or correspondence requiring research.

£  Provide advanced support for immediate resolutions regarding billing, account review, account updates,

adjustments, sign/decal requests, alarm testing, and alarm history review to commercial and residential


£  Maintains a professional, calm, and pleasant voice image at all times when communicating with customers.

£  Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems.

£  Special projects as determined by management.

£  Maintain schedule adherence for shift start, breaks, and lunches.




£  Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet Explorer.

£  Knowledge of Company policies, procedures, guidelines, and practices.


£  Self-motivated and a professional attitude.

£  Excellent communication and listening skills.

£  Excellent teambuilding, customer service, and interpersonal skills.

£  Must possess good decision making skills, be very organized and detail oriented.




£  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.

£  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


£  Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s.

£  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

£  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

£  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

£  Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.

£  Ability to concentrate on a task over a period of time without being distracted.

£  Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.



£  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.

£  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 10 pounds. 

£  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



£  The noise level in the work environment is usually moderate.

£  Normal office environment.



£  High School Diploma or General Education Degree (GED) and two years customer service experience.

£  Satisfactorily complete alarm industry and company specific on-the-job training.

£  Must be able to accurately type 35 wpm and able to 10-key, preferably by touch.







Protection One Alarm Monitoring, Inc. or any of its respective affiliates, divisions, and/or subsidiaries, including, without limitation, Security Monitoring Services, Inc. is an Equal Employment Opportunity/AA/Veterans/Disabled employer committed to a diverse workforce.