Customer Service Rep II

Job#: 3049679

Job Description:

Description: The ideal candidate is calm under pressure, communicates clearly, demonstrates strong attention to detail, and can effectively manage multiple calls and control room activities simultaneously.

Key Responsibilities

• Monitor incoming calls, alarms, cameras, and other control room communications.
• Answer and respond to incoming calls promptly and professionally.
• Obtain accurate information from callers and determine the appropriate response or escalation.
• Dispatch personnel, security officers, maintenance teams, emergency responders, or other resources when required.
• Monitor and respond to alarms, incidents, emergencies, and operational alerts according to established procedures.
• Maintain continuous control room personnel and management.
• Accurately record calls, incidents, alarms, actions taken, and outcomes in the appropriate systems and logs.
• Escalate critical or emergency situations to supervisors and appropriate authorities when necessary.
• Follow established emergency response, safety, security, and communication procedures.
• Provide clear and concise information to callers while maintaining professionalism and confidentiality.
• Prepare shift reports and ensure accurate handover of outstanding incidents or activities.
• Maintain confidentiality of sensitive company, customer, employee, and security information.
• Work effectively during high-volume periods and remain composed during stressful or emergency situations.
• Perform other control room and call center duties as assigned.

Required Qualifications

• High school diploma or equivalent required.
• Previous experience in a call center, control room, security operations center, dispatch center, customer service, or similar environment preferred.
• Strong verbal and written communication skills.
• Ability to operate computers, telephones, radios, monitoring systems, and other communication equipment.
• Strong attention to detail and accurate data-entry skills.
• Ability to multitask and prioritize competing demands.
• Ability to remain calm and make sound decisions during emergencies or high-pressure situations.
• Ability to follow written procedures, policies, and escalation protocols.
• Professional demeanor and strong customer-service skills.
• Ability to maintain confidentiality and exercise good judgment.

Preferred Qualifications

• Alarm monitoring, access-control, dispatch, or incident-management systems.
• Experience using two-way radios or other professional communication systems.
• Previous emergency dispatch or security operations experience.
• Basic knowledge of incident reporting and emergency response procedures.
• CPR/First Aid, security, dispatch, or other relevant certifications are a plus.

Schedule

• Ability to work rotating shifts, including days, nights, weekends, and holidays as required.
• Must be dependable and able to report to work on time for scheduled shifts.
• Overtime may be required during emergencies or periods of increased operational demand.

Key Skills

• Excellent communication
• Active listening
• Situational awareness
• Critical thinking and decision-making
• Multitasking
• Attention to detail
• Stress management
• Customer service
• Incident documentation
• Computer proficiency
• Teamwork and coordination
• Professionalism and confidentiality

Physical & Work Environment

This position is primarily performed in a control room/call center environment. The operator may be required to remain seated for extended periods, continuously monitor screens and communication systems, use computers and telephones, and respond quickly to changing situations.

Performance Expectations

The successful candidate will demonstrate:

• Prompt and professional call handling
• Accurate and complete incident documentation
• Timely escalation of emergencies and critical events
• Effective communication with field personnel and management
• Consistent adherence to company policies and procedures
• Reliable attendance and punctuality
• Professional handling of confidential information
• The ability to maintain composure and accuracy during high-pressure situations

The ideal candidate is calm under pressure, communicates clearly, demonstrates strong attention to detail, and can effectively manage multiple calls and control room activities simultaneously.

Key Skills

• Excellent communication
• Active listening
• Situational awareness
• Critical thinking and decision-making
• Multitasking
• Attention to detail
• Stress management
• Customer service
• Incident documentation
• Computer proficiency
• Teamwork and coordination
• Professionalism and confidentiality

Physical & Work Environment

This position is primarily performed in a control room/call center environment. The operator may be required to remain seated for extended periods, continuously monitor screens and communication systems, use computers and telephones, and respond quickly to changing situations.

Performance Expectations

The successful candidate will demonstrate:

• Prompt and professional call handling
• Accurate and complete incident documentation
• Timely escalation of emergencies and critical events
• Effective communication with field personnel and management
• Consistent adherence to company policies and procedures
• Reliable attendance and punctuality
• Professional handling of confidential information
• The ability to maintain composure and accuracy during high-pressure situations

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

© 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.