Dealer Support Specialist

Position Overview

The Dealer Support Specialist supports dealer growth and relationships while providing account administration, technical support, alarm monitoring, and shift leadership as needed. This position works with existing and prospective dealers and internal teams to develop programs, resolve issues, and maintain accurate, reliable service.

ESC Central operates 24 hours a day, 7 days a week, 365 days a year. Flexibility is required to support operations outside the primary schedule.

Essential Duties and Responsibilities

Dealer Development and Support

• Build relationships with existing and prospective dealers, identify service needs and growth opportunities, and assist with onboarding.
• Collaborate with internal teams to develop and manage dealer programs and coordinate responses to questions, requests, and concerns.
• Maintain clear communication, document relevant activity, and follow through on outstanding items.

Account Administration and Technical Support

• Enter, update, and review account information, including work completed by others, for accuracy, completeness, and compliance with company procedures.
• Clarify incomplete or conflicting instructions and assist with advanced data entry, account configuration, and programming.
• Troubleshoot account, equipment, and signal transmission issues using signal history and raw data; assist with alternative signal delivery methods as authorized.
• Provide Level II central station support within assigned training and authority, document actions taken, and escalate unresolved issues appropriately.
• Protect confidential information and communicate account or system changes to affected personnel.

Alarm Monitoring and Communications

• Monitor and respond to burglary, fire, medical, supervisory, and other alarms according to account instructions and established procedures.
• Contact designated parties and request Police, Fire, or EMS response when required.
• Handle high-volume incoming calls, outbound notifications, call routing, and answering service messages with professionalism and appropriate urgency.
• Assist distressed callers calmly and maintain accurate records of calls, signals, notifications, and actions taken.

Shift Leadership and Operational Coverage

• Perform operator and shift supervisor duties when assigned, including coordinating breaks, maintaining coverage, monitoring staff readiness, and reinforcing company policies.
• Promptly notify appropriate management, on-call, or technical personnel of staffing concerns, shift discrepancies, equipment failures, service disruptions, or signal volume exceeding available capacity.
• Provide clear shift handoffs identifying unresolved issues and required follow-up.
• Perform other related duties as assigned.