Monitoring Station Operator

2 weeks ago

North York, Canada a.p.i. ALARM INC. Full time

a.p.i. ALARM INC is a leading provider and integrator of security technology, since 1983 a.p.i. ALARM INC has exceeded the standards set out by the Underwriters Laboratories of Canada, providing security and peace of mind to over one million Canadians from Coast to Coast.

We are looking for mature, dedicated team members to provide alarm monitoring and verification services in our world-class monitoring station located at 5775 Yonge Street, North York, Ontario (immediately north of Finch Subway Station).

You will receive extensive on the job training on how to speak with customers and emergency services from across North America. As a Station Operator, you will be involved in keeping communities safe and saving lives while providing exceptional customer service.

If you are enjoying new challenges, variety in your daily work, are detail oriented, and are interested in continuous learning, then we want you to join our team.

**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

**Requirements**:

- Must be available for day shift exclusively (7am to 7pm)
- Must be available to work 2-3 consecutive 12-hour shifts
- Must be able to work at any time including weekends and holidays
- Must be able to legally work in Canada
- Only full-time positions are available
- 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

**Benefits**
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Pay: $17-$19 per hour

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