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Call Center Operator

3 weeks ago

Toronto, Canada Johnson Controls Full time

**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 and is unionized. 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.
- At least one year of customer service experience; in a call center environment is preferred.
- Intermediate computer knowledge, able to type a minimum of 25 words per minute.
- Law enforcement, emergency dispatching, or criminal justice background is preferred.
- Ability to work on-site in our Toronto location.