Telematics Monitor / Customer Service (EAP)

About the role

Ecology Auto Parts Inc. is looking to fill the role of an Overnight Telematics Monitor / Customer Service representative as we continue to support our companywide operations. The Overnight Telematics Monitor / Customer Service representative is responsible for responding to automated telematics, surveillance, safety, and security alerts generated through HikCentral and other company monitoring systems and taking appropriate action in accordance with established company protocols. This position serves as an overnight response point for system-generated alarms and notifications. Responsibilities include reviewing alerts, evaluating available information, contacting emergency services when required, notifying maintenance or designated company personnel, escalating safety or security concerns, and accurately documenting incidents and actions taken. The Overnight Telematics Monitor / Customer Service representative also serves as an overnight customer service and communications resource for company drivers, vendors, clients, and other business partners. The position is responsible for receiving incoming calls, documenting concerns, providing available assistance, and routing or escalating matters to the appropriate department or designated personnel. Strong attention to detail, proficiency in technology and computer skills, professional customer service and communication skills, sound judgment, and the ability to remain calm and follow established procedures during urgent situations are essential for success in this position.

Responsibilities

• Monitor and respond to automated alarms, alerts, and notifications generated through HikCentral and other company telematics, surveillance, safety, security, and monitoring systems
• Review system-generated alerts and available information to determine the appropriate response in accordance with established company protocols
• Respond to safety, security, facility, equipment, maintenance, and other operational alerts in a timely manner
• Contact and dispatch emergency services when required in accordance with established emergency response protocols
• Notify and coordinate with maintenance personnel, management, Safety, Transportation, Fleet, or other designated departments based on the nature of an alert or incident
• Follow established escalation procedures for alarms, emergencies, maintenance issues, security concerns, and other overnight incidents
• Maintain accurate and detailed records of all alerts, incidents, incoming calls, notifications, escalations, and actions