Central Station Operator

Job Title: Central Station Operator

Department: Central Station Call Center

Reports to: Central Station Supervisor/Central Station Manager

Basic Function: To receive and process installer and customer account requests in an effective and timely manner.

Answer emergency related inbound telephone calls pertaining to burglar alarms, fire alarms, panic alarms and all other security related questions and concerns.

Handle alarms in a timely manner and dispatch the proper authorities, as required.

Monitor and respond to alarm signals immediately with accuracy while using the information provided on screens while utilizing the training we provided.

Properly document all responses for an alarm within the alarm monitoring software.

Work with technicians and installers to verify signals are received correctly.

Call customers and alarm dealers to discuss security, fire, and life safety related technical and non-technical issues.

Answer questions and direct callers to the appropriate department or personnel.

Apply knowledge about company policies and procedures to best meet customer needs,

Sort, file or scan all customer updates, contracts and emergency instructions as needed.

Process customer information on the computer system in an efficient manner to provide quality service.

Contact customers to obtain missing information or data in order to ensure complete and accurate records.

Analyze customer records on the computer system and make any corrections and/or modifications within company guidelines.

Provide documentation for customers in regards to their account status.

Assist with various projects that require data entry.

Handle general office duties, such as filing and verifying data as needed,

Perform other related duties as assigned.

Qualifications

Oral Communication, Computer Literacy, Written Communication, Diplomacy, Time Management, Professionalism, Problem Solving, Self-Motivated, Customer Relations, Reading Skills, Organization Keyboard Skills, Customer Service, Ability to remain calm in stressful situations, Technical Communication, Ability to enter data efficiently and accurately.

Salary Range- $17 - $22 per hour. Shifts 3pm -11pm, 11pm - 7am.