Monitoring Center Agent

3 weeks ago

Toronto, Canada Johnson Controls Full time

**WD30161836**

We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people - you bring your talent, and we’ll give you the space and opportunities to grow and succeed. We are committed to make a difference.

We are actively recruiting for a full-time permanent Monitoring Center Agent. The Monitoring Center Agent will be 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 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.

**Advantages of this working with us**:

- Competitive Starting Pay
- Global Advancement Opportunities
- Comprehensive Benefits
- Medical/Dental/Vision insurance
- Defined Contribution Pension Plan
- Life Insurance
- Short-Term and Long-Term Disability
- Competitive Retirement Saving Plans
- Employee Assistance Program

**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**

**Required**
- Must be ready to work either days, evenings or nights. Permanent shifts are offered in order of seniority. Most rotations require working one weekend out of two.
- High School Diploma or GED required.
- Call center experience preferred. Security experience is also preferred.
- Intermediate computer knowledge, able to type a minimum of 25 words per minute.

**Preferred**
- 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.

**4-to-6-week training provided by the company during a day schedule

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