Monitoring Centre Emergency Response Operator

2 days ago


Edmonton, Canada TELSCO Security Systems Full time

**EMERGENCY RESPONSE MONITORING CENTRE OPERATOR**

Our team is growing

At TELSCO, we’re in the business of developing relationships and creating great experiences. A Monitoring Centre Operator is an expert in both. They also have a commitment to excellence, a desire to delight customers and are part of a spirited team of experts

**The primary responsibilities of this role are to**:

- Ability to work any shifts/any day of the week
- Provide emergency response in our 24/7 Monitoring Centre
- Provide entry level technical support
- Collaborate with the team in the ongoing development of workflow and strategies to efficiently respond to alarms and to ensure our existing clients are equipped with the latest solutions and services

**The tasks include**:

- Respond to alarm conditions reported through the alarm monitoring software and proceed according to protocol.
- Follow-up on alarm response calls based on established protocols
- Participate in continuous improvement training programs
- Projects and other exciting things that come your way

**Your skills are**:

- Managing multiple priorities seamlessly and happily
- Thinking out of the box to solve problems using the resources available
- Doing the right thing for your team and our customers
- Exercising judgment within defined practices to determine appropriate action
- Excellent verbal and written communication skills
- Inspiring confidence in team members and clients
- Experience in a customer-facing or customer contact centre environment

**How we measure your success**:

- Call quality
- NPS scores
- Service Levels
- Customer Surveys

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

**Salary**: $18.00-$20.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flextime
- On-site gym
- On-site parking
- RRSP match
- Vision care
- Wellness program

Schedule:

- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Night shift

COVID-19 considerations:
Common surfaces are sanitized at the start and end of each shift, access to the monitoring centre is limited to essential team members, and covid testing kits are onsite

Ability to commute/relocate:

- Edmonton, AB: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service or technical support: 3 years (required)

**Language**:

- English (required)

Shift availability:

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



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