MC Operator

For over 30 years, Sentinel Offender Services has provided community-based, offender-funded monitoring services across North America. Working with law enforcement, community corrections agencies, and the court system, we offer customized offender management solutions that help reduce recidivism and improve reentry success. These solutions combine electronic monitoring technology, alcohol and substance abuse testing, and community-based offender management programs.

About the role

The Monitoring Center Operator is the daily ‘face’ of Sentinel to many participants and clients. Operators are responsible for answering inbound calls, placing outbound calls, processing and understanding alert data, and researching basic data for clients.

Responsibilities

• Act as a first-line contact with the customer’s personnel, providing polite and efficient service.
• Enter, update, and monitor client activity on the database on receipt of appropriate fax from clients; print and fax reports to agencies as required.
• Acquire a complete understanding (end-user level) of all systems and electronic monitoring equipment provided.
• Respond timely and professionally to internal and external customer requests via telephone, email, or remote access.
• Escalate advanced electronic monitoring hardware and software issues to MC Supervisor or Helpdesk personnel while staying current with technological trends related to hardware and software applications offered by Sentinel.

Requirements

• High School Diploma or equivalent.
• Excellent written and verbal communication skills.
• Strong customer service skills with the ability to listen and communicate professionally to all customers while keeping their needs and interests in mind at all times.
• Ability to build strong rapport with customers and supportive relationships with team members.
• Keeps difficult situations in perspective and is able to provide workable solutions.

Schedule

• Fully remote—must have good internet and a quiet work environment.
• Schedule varies, assigned each week.
• Minimum 15 hours per week.
• Must be available Friday, Saturday, and Sunday.

Pay

$17.00/hour—opportunity to increase pay as you move through levels of training.

Equipment Used

• Desktop or laptop computer (provided).
• Other technology equipment as needed (provided).
• Internet.