OC Operator I (FT)

Responsibilities

• Work closely with IT, Client Services, Project Management, Service, & Remote Video Monitoring.
• 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.
• Special projects and duties as assigned by the Shift Manager & Ass’t Shift Manager.
• Interact with technical personnel, such as Installation and Service or Systems Support, as needed.

Qualifications

• A high school diploma. An advanced education/associate degree preferred.
• Prior customer service and/or security experience.
• NTX and Alarmist qualified a plus.
• Multilingual a plus.
• Extensive on the job training will be provided.
• Neat, professional appearance.
• Available to work various shifts and holidays as needed.
• 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.
• Perform detailed work, interpret data, and apply knowledge and/or skills within a time-sensitive call center environment.