Call Center Agent

2 weeks ago

Montréal, Canada Johnson Controls Full time

**Job Details**

The Call Center Agent - Bilingual is responsible for handling all incoming alarm signal activities and taking appropriate action per instruction. Including video surveillance and monitoring of security equipment on-site at military facilities. The associate will also make outbound calls in order to dispatch Police/Fire Departments regarding alarm activities while following standard operating procedures. This role requires heavy phone work as well as taking verbal instructions, typing, reading, speaking and writing.

**How you will do it**:

- Resolve operational, customer service and/or employee issues.
- Operate all call center equipment and peripheral equipment.
- Promote a positive customer service atmosphere.
- Initiate necessary action when irregular signals are received or trouble develops.
- Work with outside repair technicians, guards, etc. to ensure that signals are received properly and that circuits and signaling devices are restored to normal operation.
- Notify appropriate authorities and customers if alarm signal is received.
- Must be able to adhere to standard operating procedures and special instructions.
- Respond quickly and precisely to incoming phone calls.
- Document all alarm activity and subscriber phone calls via PC and activity reports.
- Other duties as assigned.

**What we look for**
**_Required: _**
- Must be willing to work evenings, nights, and weekend shifts.
- High School Diploma or GED
- Bilingual French and English
- At least one year of customer service experience; in a call center environment preferred.

**_Preferred: _**
- Associates or Bachelor’s Degree
- Law enforcement, emergency dispatching, or criminal justice background
- Experience working with DoD Masterminds software
- Professional communication skills, both written and verbal.
- Intermediate computer knowledge including Microsoft Windows.
- Able to multi-task in a fast-paced work environment.
- Comfortable handling potential emergency situations.
- Able to type a minimum of 25 words per minute.
- Strong organizational skills, ability to multi-task, and detail orientation.
- Successful completion of training module (minimum 80% accuracy).

**Canada Diversity Statement**

Information obtained from the questions below will allow Johnson Controls to track the diversity of our applicants, employee training opportunities, promotions and employee retention in order to identify and remove barriers to employment and advancement. With your consent, you may also be contacted by the employment equity officer to get your opinions about Employment Equity (EE) Programs.

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The responses that you provide on this form will be confidentially retained for statistical purposes.

This survey is available in alternative formats. Please do not hesitate to request.

**Persons with disabilities **are those that have a long-term or recurring physical, mental, sensory, psychiatric or learning impairment and who consider themselves to be disadvantaged in employment by reason of that impairment, or believe that an employer or potential employer is likely to consider them to be disadvantaged in employment by reason of that impairment. This also includes persons whose functional limitations owing to their impairment have been accommodated in their current job or workplace.

**An Aboriginal person **is a North American Indian, Métis, or Inuit and/or a Treaty Indian or a Registered Indian and/or member of an Indian Band/First Nation.

**Members of visible minorities **are persons, other than Aboriginal peoples, who are non-Caucasian in race or non-white in colour, regardless of birthplace.

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