Call Center Operator

DK Security is Michigan’s fastest growing security company. Established in 1995, we began as an investigations firm and quickly expanded to provide uniform security, event staff security, loss prevention services, and much more based on the needs of our clients. DK Security offers an opportunity to grow, develop, and meet new people in a professional setting while working on a team in a position that serves a critical purpose.

About the role

Command Center Operators are an integral part of DK's team! They provide effective, 24/7 support to our corporate management team, supervisors, employees in the field, and ultimately our 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 when dealing with clients, customers, co-workers, etc.
• Offer information and assistance to calling parties concerning emergency, security, and general assistance needs.
• Follow procedures in dispatching personnel for emergency and non-emergency response.
• Accurately and quickly utilize computer-aided software for complaint documentation and processing of anonymous tip line calls.
• Serve as an information resource to DK employees and clients, locating requested information through additional sources as needed.
• Process and report background screen requests.
• Process payroll company-wide.
• Monitor an anonymous Whistleblower hotline and provide thorough reports for clients.
• Monitor CCTV systems using recording devices.
• Monitor, operate, test, and perform data entry for a variety of computerized and electronic equipment used in access control, fire, and security systems.
• Prepare reports, activity logs, and files.
• Assist in the maintenance and distribution of reports, records, and files.
• Assist security and event staff in scheduling, payroll processing, and filling missed shifts.
• Follow site-specific post guidelines.
• Document daily activities and incident reports.
• Perform other duties as assigned.

Requirements

• Must be at least 18 years old or older.
• Must be of good moral character, with no felony convictions or misdemeanor convictions for criminal sexual conduct or related offenses, theft, assault, or crimes of moral turpitude.
• Must have impeccable grooming.
• Must possess above-average customer service skills.
• Must have a high school diploma or GED as well as some college experience.
• Must present a friendly, positive, professional image to clients, employees, supervisors, managers, and the general public.
• Thorough knowledge of emergency procedures; 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 upon multiple criteria and identifiable standards of policies and procedures.
• Ability to effectively interact with professional personnel at all levels within the corporation, outside agencies, and the general public.
• Must possess excellent verbal, written, and interpersonal communication skills and the ability to solve problems and de-escalate situations in a non-confrontational manner, including the ability to read and write the English language.

Education

High School Diploma or GED required.

Pay

$18.00/hour

Schedule

ACA Full Time (30+ hours per week): Tuesday & Thursday 1600-0000, Saturday & Sunday 1400-2200

Location

Kentwood, MI