Call Center Operator

About the role

Command Center Operators are an integral part of DK's team, providing effective, 24/7 support to our corporate management team, field supervisors, employees, customers, and clients. Operators handle a multi-line switchboard, process pre-employment background screenings, manage company-wide payroll, and deliver outstanding customer service.

Responsibilities

• Provide above-excellent customer service to clients, customers, and coworkers.
• Offer information and assistance for emergency, security, and general assistance needs.
• Follow procedures to dispatch personnel for emergency and non-emergency responses.
• Utilize computer-aided software for complaint documentation and processing anonymous tip line calls.
• Serve as an information resource for DK employees and clients, locating requested information as needed.
• Process and report background screen requests and company-wide payroll.
• Monitor an anonymous Whistleblower hotline and provide thorough reports for clients.
• Monitor CCTV systems using recording devices.
• Operate, test, and perform data entry for computerized and electronic equipment used in access control, fire, and security systems.
• Prepare reports, activity logs, and files; assist in maintaining and distributing them.
• Assist security and event staff with scheduling, payroll processing, and filling missed shifts.
• Follow site-specific post guidelines and document daily activities and incident reports.
• Perform other duties as assigned.

Requirements

• Must be at least 18 years old.
• Must be of good moral character with no felony convictions or misdemeanor convictions for criminal sexual conduct, theft, assault, or crimes of moral turpitude.
• Must have impeccable grooming and present a friendly, positive, professional image.
• Must possess above-average customer service skills.
• High school diploma or GED required; some college experience preferred.
• Thorough knowledge of emergency procedures and ability to manage emergency situations while handling normal control center functions.
• Ability to multi-task multiple job duties while maintaining confidentiality.
• Ability to prioritize decisions based on policies and procedures.
• Ability to effectively interact with professional personnel at all levels, outside agencies, and the general public.
• Excellent verbal, written, and interpersonal communication skills, including the ability to read and write in English.
• Problem-solving and de-escalation skills in a non-confrontational manner.

Schedule

• Full Time (40 hours per week): Monday to Friday, 1400–2200.
• Full Time (30+ hours per week): Thursday & Friday 1600–0000, Saturday & Sunday 1400–2200.

Pay

$18.00 per hour.

Location

Kentwood, MI.

Benefits

• Medical Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance
• Paid Sick Days