Call Center OC Operator I (FT)

About the role

Kastle Systems is the premier provider of property technology solutions, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact. Kastle Operations Center (OC) Operators are responsible for responding to alarm activations, placing outbound calls to clients to inform them of security related events; monitoring and analyzing video for security incidents, assisting clients with building and elevator access security, assisting with special projects and performing administrative functions as required.

Responsibilities

• Respond to alarm activations and place outbound calls to clients to inform them of security related events
• Monitor and analyze video for security incidents
• Assist clients with building and elevator access security
• Assist with special projects and perform administrative functions as required
• Process all contacts received through our in-house system, or any of the phones in the Operations Center, accurately and efficiently, while maintaining a professional decorum and following all designated procedures
• Obtain and record all pertinent request information
• Initiate data update requests whenever incorrect customer or system data is discovered
• Process temporary “special admit” clearances for clients and their guests as requested and approved
• Communicate and work with other departments to resolve client issues
• Respond to all building emergency calls as mandated by Kastle policies and procedures
• Keep all Operations Center areas, and the designated work station in particular, clean and properly maintained
• Interacting with technical personnel, such as Installation and Service or Systems Support, as needed

Requirements

• High school diploma, advanced education/associate degree preferred
• Prior customer service and/or security experience
• NTX and Alarmist qualified a plus
• Multilingual a plus
• Excellent customer service skills and phone demeanor
• Excellent written and oral communication skills
• Basic and routine troubleshooting capability - some data analysis may be required
• Ability to interface and communicate with customers and co-workers in a clear and professional manner
• Excellent organizational skills and multi-tasking capability
• Ability to work well under pressure
• Good typing skills and ability to operate a standard computer terminal and keyboard

Skills

• Neat, professional appearance
• Available to work various shifts and holidays as needed
• Ability to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state (s) worked

Benefits

• Medical/Dental/Vision
• 401K
• Tuition/Training Assistance
• BrightHorizons Lifestyle Assistance
• Wellness Program

Schedule

500am-130pm, Monday-Friday, 100% in office