Position Summary:
Monitor and respond to signals from alarm Systems in accordance with policies and code regulations, calling local police and fire Departments to request dispatch and relay pertinent information. Answer incoming calls from company Associates and other Business partners, accurately and completely documenting all actions. The Alarm Center operates 24/7/365 and is responsible for monitoring all facilities including but not limited to grocery Stores, jewelry Stores, office buildings, distribution Centers and manufacturing facilities for intrusion, fire, refrigeration failure and duress alarms and communicating those alarms to the appropriate emergency response entity. Role model and demonstrate the company's core values of respect, honesty, Integrity, diversity, inclusion and Safety of others.
Essential Job Functions:
· Provide timely, exemplary Service to all Associates and vendors while Maintaining a calm, professional composure at all times.
· Monitor signals from alarm panels and react appropriately by following action Plans.
· Accurately and completely document all actions.
· Call local police and fire Departments to request dispatch and relay pertinent information.
· Run reports and provides them to Internal Customers.
· Answer phone calls and assist callers in a variety of situations, including calls regarding emergency situations.
· Exercise the skills necessary to Maintain stable Performance in occasional high stress situations.
· Must be able to perform the essential functions of this position with or without reasonable accommodation.
Minimum Position Qualifications:
· Minimum 18 years of age
· Strong communication skills (written and oral)
· Ability to effectively present information in one-on-one and small group situations to Customers, clients, and other Associates of the organization
· Ability to work weekends on a regular basis
· Ability to work overtime on an occasional basis
· Ability to work any shift
· Ability to sit for long periods of time in a high volume Call Center
· Ability to preserve confidentiality of information
· Accuracy and attention to detail
· Ability to organize and prioritize a variety of tasks/Projects
· Proficient with Microsoft office Applications
· Previous Call Center experience
Desired Previous Job Experience:
· Knowledge of Client policies, Procedures and organizational structure
· Familiarity with Loss Prevention terms and Processes
· Knowledge of Retail Store Operations
· 40 WPM typing
· Previous alarm control experience
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