Night Shift Monitoring Station Operator

7 months ago

Toronto, Canada Global Link Response Centre Inc. Full time

**About Us/ Job description**:
Global Link is a 24/7 alarm monitoring company that is looking to expand its team. We are seeking to fill a full-time, night operator position. You will be responsible for handling incoming alarm signals in a prompt and efficient manner, answering emergency calls with accuracy, and down streaming them to the appropriate agencies (i.e., Police, Fire and Medical Emergency Services).

Global Link is a ULC/UL rated central station. Our dedicated team of employees ensure that our customers’ needs are met, and that all policies and procedures will be adhered with confidence. Their safety and satisfaction are our number one priority. At Global Link, we strive to maintain the utmost in professionalism and quality of our customer service. Our work environment can be stressful; however, it is extremely rewarding. As a member of our central station operating team, you will be an integral contributor to our company’s exemplary standards of service and customer care.

**Key Responsibilities**:

- Respond to incoming alarm signals in a prompt and efficient manner, ensuring excellent response time, with great attention to procedures and special instructions.
- Able to communicate effectively by telephone and have great interpersonal skills
- Listens to customers’ needs and/or problems
- Determines which course of action should be taken based on customer needs and follows established procedures and guidelines
- Dispatch Authorities when needed
- Data Entry

**Qualifications**
- Post-Secondary Education in a related field (i.e., 911 Telecommunications.) is preferred, or High School Diploma with equivalent work experience.
- Previous experience in a call center/dispatch environment

**Salary**:

- $16.5/hour
- Additional 10% an hour premium for graveyard shift
- Annual Raises (dependent on annual performance review)
- Second Language premium offered on select languages

**Job Types**: Full-time, Permanent

**Hours of Work**:7 PM to 7 AM

**Schedule**:

- 12 hour shifts
- 3 shifts one week / 4 shifts the following week rotation
- Available to work on shift rotations which might include weekends and/or statutory holiday.

**Benefits**:

- Paid Training (4- 6 weeks)
- Casual dress
- Free On-site parking
- Company events

**Qualifications**
- Post-Secondary Education in a related field (i.e., 911 Telecommunications.) is preferred, or High School Diploma with equivalent work experience
- Previous experience in a call center/dispatch environment
- Criminal record check

**Skills and requirements**
- Proficient with MS Office Suite (Word, Outlook, Excel, etc.)
- Must be available to work 3 or 4 consecutive 12-hour shifts
- Ability to listen attentively and to use the information provided by customers to tailor responses and actions to meet the customers' specific needs
- Strong customer service, analytical, and decision-making skills
- Superior attention to detail
- Ability to work independently and as a member of a team
- Ability to type 30 - 60 words per minute
- Maintain confidentiality of private information
- Previous experience in emergency or customer service is an asset
- Handle stressful and emotionally charged situations
- Ability to retain emotional control, honesty and productivity

**Must have reliable transportation to meet shift requirements.**

**Job Types**: Full-time, Permanent

**Salary**: $16.00-$17.00 per hour

**Benefits**:

- Casual dress
- Company events
- On-site parking
- Paid time off
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 12 hour shift
- Holidays
- Monday to Friday
- Night shift
- On call
- Overtime
- Weekends as needed

Supplemental pay types:

- Overtime pay

COVID-19 considerations:
All customers/employees are required to wear a face mask, workstation are cleaned and sanitized on a regular basis

**Experience**:

- customer service: 1 year (preferred)

**Language**:

- Cantonese and/or Mandarin (preferred)

Shift availability:

- Overnight Shift (required)
- Night Shift (required)

Work Location: In person

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