Call Center Representative II

About the role

We are seeking dedicated and detail-oriented professionals to join our dynamic control room team in Midland, TX. As a Call Center Representative II, you'll play a vital role in maintaining safety, security, and operational efficiency by monitoring alarms, managing communications, and coordinating emergency responses.

Responsibilities

• Monitor incoming calls, alarms, cameras, and control room communications with precision.
• Respond promptly and professionally to every call, ensuring accurate information collection.
• Dispatch security personnel, maintenance, emergency responders, and other resources efficiently.
• Respond to incidents, operational alerts, and emergencies in accordance with established procedures.
• Maintain detailed and accurate records of calls, incidents, and actions taken.
• Escalate critical situations to supervisors and authorities quickly and appropriately.
• Prepare shift reports and ensure seamless handovers of ongoing activities.
• Uphold confidentiality and exercise sound judgment in high-pressure situations.
• Work collaboratively with team members to ensure safety and security standards are consistently met.

Qualifications

• High school diploma or equivalent.
• Prior experience in a call center, control room, security operations, dispatch, or customer service preferred.
• Strong verbal and written communication skills.
• Proficiency with computers, phones, radios, and monitoring systems.
• Excellent attention to detail and data-entry accuracy.
• Ability to multitask, prioritize, and stay calm during emergencies.
• Knowledge of emergency procedures and escalation protocols.
• Professional demeanor, confidentiality, and sound judgment.

Preferred Skills

• Experience with alarm monitoring, access control, or incident management systems.
• Use of two-way radios or professional communication tools.
• Emergency dispatch or security operations background.
• Certifications like CPR/First Aid, security, or dispatch credentials.

Additional Requirements

• Ability to work rotating shifts—including days, nights, weekends, and holidays.
• Dependability and punctuality are essential.
• Ability to remain seated and alert for extended periods.
• Willingness to work overtime during emergencies or increased operational demands.