Call Centre Operator

2 weeks ago


Richmond Hill, Canada Johnson Controls Full time

**Job Details**

**What you will do**

The position exists to monitor and respond to all incoming alarm signal activities and telephone calls for select customers, dispatching proper authorities and contacting responsible parties according to standard operating procedures. The Customer Monitoring Center operates 24 hours a day, 365 days a year. This position works 8 or 10-hour shifts. Employees must be available to work overnights, early mornings, evenings, weekends, and holidays.

**How you will do it**
- Monitor system for alarm signals and respond to alarms using the information provided in instruction screens
- Monitor alarm and remote access systems, telephones, CCTV camera systems
- Place necessary outgoing calls to verify an alarm, dispatch the appropriate authorities and notify responsible parties
- Properly document all alarm handling procedures within the alarm screens
- Must be able to adhere to standard operating procedures and special instructions
- Receive and process incoming calls from customers regarding security systems/irregular activity/alarms
- Respond to incoming emergency calls for elevators, crisis lines and incident management lines
- Document incident reports according to customer and department requirements
- Interact with external and internal customers and other agents
- Contribute to the development and growth of a service culture
- Strive to improve something in area of responsibility every day
- Support and participate in continuous improvement processes

**What we look for**
- High School Diploma or GED required.
- Flexibility with the schedule, it is required to work 3rd shift and someweekends.
- At least one year of customer service experience; in a call center environment is preferred.
- Intermediate computer knowledge, a ble to type a minimum of 25 words per minute.
- Law enforcement, emergency dispatching, security, or criminal justice background is preferred.
- The ability to work on-site is a must. This is not a remote position.

**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.

You have the right to review, correct, or change information relating to you at any time and you can be assured that the information will not be used for unauthorized purposes.

Please note that a person may belong to more than one designated group.

**Your response to the self-identification questionnaire below is voluntary. It is however mandatory to answer the questions, even if you choose not to provide the information.**

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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