ZipRecruiter

Log In

1

Hourly Inmate Call Monitoring Jobs in Massachusetts

American Gas Products

CUST SERV REP

Woburn, MA · On-site

$22 - $25/hr

Woburn, MA Hourly Non-Exempt: $22.00 - $25.00 commensurate with experience Summary The Customer ... Meet or exceed established call monitoring and customer service performance expectations. * Manage ...

O'Reilly Auto Parts

Store Manager - Hourly

Falmouth, MA

$24.48 - $29.91/hr

Communicate with and coordinate sales call efforts with the Territory Sales Manager. Responsible ... Monitor non-competitive price overrides and price matches to ensure policy compliance, overall ...

next page

Showing results 1-20

All JobsHourly Inmate Call Monitoring JobsHourly Inmate Call Monitoring Jobs in Massachusetts

Hourly Inmate Call Monitoring information

What is the difference between Hourly Inmate Call Monitoring vs Inmate Phone System Technician?

AspectHourly Inmate Call MonitoringInmate Phone System Technician
CredentialsBasic security or monitoring trainingTechnical certifications in telecommunication systems
Work EnvironmentCorrectional facilities, monitoring stationsTelecom maintenance sites, correctional facilities
Employer & Industry UsagePrisons, jails, detention centersCorrectional facilities, telecom service providers

Hourly Inmate Call Monitoring primarily involves overseeing inmate phone calls to ensure security and compliance, often requiring security training. In contrast, Inmate Phone System Technicians focus on installing, maintaining, and repairing inmate phone systems, requiring technical certifications. Both roles operate within correctional environments but serve different functions—monitoring versus technical support.

What is hourly inmate call monitoring?

Hourly inmate call monitoring is the process of regularly listening to and reviewing phone calls made by inmates within correctional facilities. The primary goal is to ensure facility safety, prevent criminal activity, and detect any violations of prison rules or regulations. Staff members monitor these calls on an hourly basis, either in real time or through recorded conversations, to identify suspicious behavior or information. This role requires attention to detail, confidentiality, and adherence to legal and ethical standards regarding inmate privacy and evidence handling.

What are the key skills and qualifications needed to thrive in hourly inmate call monitoring?

To thrive as an Hourly Inmate Call Monitoring professional, you need attention to detail, strong listening skills, and a high school diploma or equivalent. Familiarity with call monitoring software, audio recording systems, and secure data handling procedures is typically required. Discretion, critical thinking, and effective written communication are crucial soft skills for accurately documenting and reporting sensitive information. These abilities ensure compliance with regulations, maintain facility security, and help identify potential safety concerns in correctional environments.

What are some typical challenges faced in hourly inmate call monitoring, and how can they be managed?

Professionals in Hourly Inmate Call Monitoring often encounter challenges such as maintaining focus during long periods of listening, handling sensitive or distressing conversations, and adhering to strict confidentiality and legal protocols. Staying alert is crucial, so taking regular breaks and using active listening techniques can help maintain concentration. It's also important to receive proper training on legal compliance and to have clear procedures for escalating any flagged calls. Collaboration with correctional staff and supervisors ensures that any potential issues are addressed swiftly and appropriately.

What are the most commonly searched types of Inmate Call Monitoring jobs in Massachusetts?

The most popular types of Inmate Call Monitoring jobs in Massachusetts are:

What are popular job titles related to Hourly Inmate Call Monitoring jobs in Massachusetts?

For Hourly Inmate Call Monitoring jobs in Massachusetts, the most frequently searched job titles are:

What job categories do people searching Hourly Inmate Call Monitoring jobs in Massachusetts look for?

The top searched job categories for Hourly Inmate Call Monitoring jobs in Massachusetts are:

What cities in Massachusetts are hiring for Hourly Inmate Call Monitoring jobs?

Cities in Massachusetts with the most Hourly Inmate Call Monitoring job openings:

Hourly Inmate Call Monitoring jobs near you
Infographic showing various Hourly Inmate Call Monitoring job openings in Massachusetts as of August 2026, with employment types broken down into 1% As Needed, 51% Full Time, 44% Part Time, 1% Temporary, and 3% Contract. Highlights an 99% Physical, and 1% Remote job distribution.

CUST SERV REP

American Gas Products

Woburn, MA • On-site

$22 - $25/hr

Other

Posted 4 days ago

Job description

Providing responsive, reliable support to ensure every customer has positive experience
Job Title: Customer Service Representative
Reports to: National Customer Service Director, AWAI
Location: Woburn, MA
Hourly Non-Exempt: $22.00 - $25.00 commensurate with experience
Summary
The Customer Service Representative is responsible for providing exceptional service to internal and external customers by promptly responding to inquiries, resolving issues, coordinating with internal departments, and ensuring customer needs are met accurately and efficiently. This position serves as a key point of contact for customers and plays an important role in maintaining strong customer relationships and supporting the overall effectiveness of the Customer Service team.
Essential Functions
  • Respond promptly and professionally to customer inquiries received by telephone, email, and other written communications.
  • Handle inbound and outbound customer calls to address questions, provide information, and fulfill customer needs.
  • Accurately document customer inquiries, requests, concerns, and resolutions.
  • Assist with investigating and resolving complex customer complaints and service issues.
  • Coordinate and expedite customer requests with other departments to ensure timely resolution.
  • Conduct customer inventory audit calls and accurately document inventory information.
  • Follow established customer service procedures, policies, and quality standards.
  • Meet or exceed established call monitoring and customer service performance expectations.
  • Manage daily assignments and responsibilities through completion while meeting established deadlines.
  • Maintain accurate and organized customer records and documentation.
  • Communicate effectively and professionally with customers, coworkers, and other departments.
  • Identify opportunities to improve customer service processes and contribute to the overall efficiency of the Customer Service team.
  • Perform other duties and responsibilities as assigned.
Roles & Responsibilities
  • Deliver consistent, professional, and solutions-focused customer service.
  • Meet or exceed established call monitoring, quality, and performance standards.
  • Demonstrate exceptional verbal and written communication skills.
  • Maintain a positive, professional, and customer-focused attitude during all interactions.
  • Effectively prioritize and manage multiple assignments in a fast-paced environment.
  • Take ownership of customer inquiries and follow through to resolution.
  • Work collaboratively with other departments to resolve customer issues and improve service levels.
  • Complete assigned work accurately and within established deadlines.
  • Maintain confidentiality and exercise sound judgment when handling customer information.
Required Skills & Experience
  • Demonstrated experience handling both inbound and outbound customer calls.
  • Proven record of providing reliable and effective customer service to internal and external customers.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and decision-making abilities.
  • Highly organized with the ability to prioritize and manage multiple tasks simultaneously.
  • Extremely detail-oriented with a strong commitment to accuracy.
  • Ability to work effectively under pressure and meet urgent deadlines.
  • Self-motivated team player with a positive and professional attitude.
  • Strong time-management and follow-through skills.
  • Demonstrated reliability, dependability, and accountability.
  • Proficient computer skills, including Microsoft Outlook, Word, and Excel.
  • Ability to navigate the internet and learn new software systems and applications.
  • Ability to communicate effectively with individuals at all levels of the organization.
Preferred Qualifications
  • Previous customer service or call center experience.
  • Experience working in a fast-paced customer service environment.
  • Experience with customer account management, inventory verification, or audit calls.
  • Experience using customer relationship management (CRM) or other customer service software.
  • Strong knowledge of customer service principles and practices.
Key Competencies
  • Customer Focus
  • Communication
  • Problem Solving
  • Attention to Detail
  • Organization & Time Management
  • Teamwork & Collaboration
  • Accountability
  • Professionalism
  • Reliability
  • Adaptability
Physical Requirements
  • Ability to speak and hear effectively in person and by telephone.
  • Ability to sit for prolonged periods while working at a desk and using a computer.
  • Ability to lift and carry up to 20 pounds occasionally.
  • Ability to stand, walk, and move throughout the facility as needed.
  • Ability to access and navigate all applicable areas of the organization's facilities.
  • Ability to perform the essential functions of the position with or without reasonable accommodation.
Work Environment
  • Work is performed primarily indoors in a controlled-temperature environment.
  • Position may require occasional exposure to outdoor conditions and changing weather.
  • Position may require occasional access to or proximity to plant and operational areas.
  • Employees are expected to follow all applicable workplace safety policies and procedures.
Safety Requirements
All employees are responsible for maintaining a safe work environment and are expected to:
  • Report safety hazards immediately.
  • Immediately report incidents involving illness, injury, or property damage.
  • Wear appropriate personal protective equipment (PPE) as required and whenever working in or near designated plant areas.
  • Comply with all company safety policies, procedures, and rules.
  • Stop, refuse, and report any task or operation that appears unsafe.
  • Participate in required safety meetings, training, and programs.
  • Maintain constant awareness of personal safety and the safety of coworkers.
  • Follow all applicable facility-specific safety requirements.

Work Authorization
Candidates must be legally authorized to work in the United States and provide appropriate work authorization documentation
EEO STATEMENT
American Gas Products, Inc. is an EEO/AA Employer M/F/D/V.

Apply