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Monitoring Operator

3 months ago

Etobicoke, Ontario, Canada API ALARM INC. Full time

Job Purpose:

As a member of the Monitoring team, you will act as a communication point for emergency and non-emergency calls.

Specific Job Responsibilities:

  • Monitor fire, medical and security alarm systems using specialized monitoring software and equipment
  • Process inbound calls relating to our customer's fire, medical and security systems efficiently and in a professional manner
  • Handling inbound medical alert/2way calls, GPS medical alarm response
  • Handling inbound telephone calls relating to varied alarm signals/customer requests
  • Handling our full range of alarm signals
  • Place outbound calls to notify or verify appropriate contacts or emergency authorities such as Fire Department, Police, Emergency Medical Services in a prompt and efficient manner
  • Follow central station procedures, regulations and guidelines
  • Receive emergency and nonemergency calls and record significant information
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Meet personal/team qualitative and quantitative targets
  • Utilize excellent customer service skills and exceed customers' expectations

Experience & Knowledge / Education Requirements:

  • Must be available to night shift (Mon to Thurs 10pm to 8am)
  • Must be able to work some holidays
  • Must be able to legally work in Canada
  • Be an active listener with excellent telephone and communication skills, having verbal and written fluency in English
  • Have computer proficiency with a minimum of 40 wpm typing speed
  • Ability to listen attentively and to use the information provided by customers to tailor responses and actions to meet the customers' specific needs
  • Ability to multitask successfully while under pressure in a fastpaced environment
  • Ability to sit for extended periods of time while responding to emergencies
  • Ability to always remain alert during working hours
  • Have sound judgement, strong analytical, critical thinking and decisionmaking skills
  • Be selfmotivated and committed to continued learning
  • Previous experience in an alarm monitoring, call center environment or customer support role, involving considerable judgement and detail orientation is an asset

Pay:
$17/hour

Benefits:

  • Dental care
  • Extended health care
  • Vision care

Location:
Etobicoke _(in person)_