Position: Bilingual Operator Monitoring Station

Salary: Hourly rate + Night premium + eligible for bonus monthly

Job Status: Regular – Full-time

Hours of Work: Overnight 7 PM to 7 AM

Responsibilities

• Handling inbound alarm/ medical alert / 2 way calls
• Handling all other alarm signals with a non voice element.  These include notify only alarms, hardwire alarms, open-close alarms, error and partial accounts
• Medical alarm response including Global Positioning System monitoring
• Processing and resolving alarms in a client relationship software system
• Handling inbound telephone calls related to alarm signals/customer requests and transferring calls as required
• Processing alarm in a timely manner and within defined time intervals
• Placing outbound calls relating to alarm signals received.  This includes calls to customer, keyholders, authorities, and others as required
• Customer information updates.  These are received by telephone request, assigned communication logs, or manual request.  They include, but are not limited to keyholder / authority / codeword updates
• Contract verification from processing – 2 stage check process
• Guard service invoice verification
• Verify ambulance, fire, and Police dispatch authority for new contracts

Qualifications

• Post-Secondary Education in a related field (i.e. 911 Telecommunications.) preferred, or High School Diploma with equivalent work experience
• Previous experience in a call center/dispatch environment

Skills and requirements

• Proficient with MS Office Suite (Word, Outlook, Excel, etc.)
• Must be available to work 3 or 4 consecutive 12-hour shifts
• Ability to listen attentively and to use the information provided by customers to tailor responses and actions to meet the customers’ specific needs
• Strong customer service, analytical, and decision making skills
• Superior attention to detail
• Ability to work independently and as a member of a team

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