Monitoring Operator

4 days ago

Etobicoke, Canada API ALARM INC. Full time

**Job Purpose**:
As a member of the Monitoring team, you will act as a communication point for emergency and non-emergency calls.

**Specific Job Responsibilities**:

- Monitor fire, medical and security alarm systems using specialized monitoring software and equipment
- Process inbound calls relating to our customer's fire, medical and security systems efficiently and in a professional manner
- Handling inbound medical alert/2-way calls, GPS medical alarm response
- Handling inbound telephone calls relating to varied alarm signals/customer requests
- Handling our full range of alarm signals
- Place outbound calls to notify or verify appropriate contacts or emergency authorities such as Fire Department, Police, Emergency Medical Services in a prompt and efficient manner
- Follow central station procedures, regulations and guidelines
- Receive emergency and non-emergency calls and record significant information
- Manage large amounts of inbound and outbound calls in a timely manner
- Meet personal/team qualitative and quantitative targets
- Utilize excellent customer service skills and exceed customers’ expectations

**Experience & Knowledge / Education Requirements**:

- Must be available to night shift (Mon to Thurs 10pm to 8am)
- Must be able to work some holidays
- Must be able to legally work in Canada
- Be an active listener with excellent telephone and communication skills, having verbal and written fluency in English
- Have computer proficiency with a minimum of 40 wpm typing speed
- Ability to listen attentively and to use the information provided by customers to tailor responses and actions to meet the customers’ specific needs
- Ability to multitask successfully while under pressure in a fast-paced environment
- Ability to sit for extended periods of time while responding to emergencies
- Ability to always remain alert during working hours
- Have sound judgement, strong analytical, critical thinking and decision-making skills
- Be self-motivated and committed to continued learning
- Previous experience in an alarm monitoring, call center environment or customer support role, involving considerable judgement and detail orientation is an asset

**Pay**: $17/hour

**Benefits**:

- Dental care
- Extended health care
- Vision care

**Location**:Etobicoke _(in person)_

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