Dispatcher/Operator - Central Station

Central Station Operator

As a Central Station Operator, your primary responsibility will be to efficiently handle incoming phone calls according to established procedures, particularly focusing on alarm signals and emergencies. This includes promptly notifying customers of alarm system activations, dispatching local law enforcement or private security when necessary, and meticulously documenting all alarms and signals received. You will also play a critical role in dispatching on-call technicians to address customer issues and ensuring effective communication with customers throughout the process. Your ability to respond swiftly and accurately to emergencies and customer inquiries will be essential in maintaining the security and satisfaction of our customers.

No supervisory responsibilities.

Duties/Responsibilities:

• Answers incoming phone calls and processes them according to established procedures.
• Responds promptly to emergency situations by contacting customers regarding alarm activations.
• Notifies customers of alarm system signals and takes appropriate actions as necessary.
• Dispatches and coordinates with local law enforcement and private security personnel as required.
• Documents all alarms, signals, and actions taken in a clear and concise manner.
• Dispatches on-call technicians to customer locations to resolve issues as needed.
• Processes and responds to customer communications professionally and courteously.
• Maintains confidentiality and handles sensitive information with discretion.
• Works collaboratively with team members to ensure effective operation of Central Station.
• Provides excellent customer service and support to enhance customer satisfaction.

Required Skills/Abilities:

• Excellent verbal communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• High school diploma or equivalent required.
• Prior call center and phone experience preferred.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Travel Requirements:

No travel requirements. Must be able to pass background and drug screenings.

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