Emergency Response Center Alarm Dispatcher Operator

Emergency Response Center Alarm Dispatcher Operator
Post Alarm Systems - Arcadia, CA (210 & Santa Anita)

** SWING SHIFT 2:00pm-10:30pm ** Wed through Sunday

** GRAVEYARD SHIFT 10:00pm TO 6:30am** Wed through Sunday

WILL TRAIN QUALIFIED CANDIDATES

At Post Alarm Systems, our mission statement is "A commitment of 100% client satisfaction with an emphasis on being proactive, determining the client's needs, and then exceeding the client's expectation of those needs."

Position Summary

The ERC Operator will be expected to handle inbound calls from commercial and residential alarm clients as well as respond and process alarm signals in a timely manner. Alarm signals include intrusion, burglary, robbery, medical and fire alarm. ERC Operators will also respond to radio calls from field patrol officers and assist as needed on response calls ensuring the safety of patrol officers in the field is maintained.

Essential Functions/Responsibilities

• Monitor alarm signals and respond to alarms using the information provided in a timely manner.
• Respond to residential and commercial alarm signals, based on established company policies and procedures, when triggered and alerted on computer
• Reports to the ERC Supervisor or ERC Manager.
• Dispatch security or emergency personnel, if applicable, to premises after receiving alarm signal
• Properly document all responses for the alarm within the monitoring software; data entry skills needed and strong attention to detail are critical.
• Interact with customers, customer emergency contacts, and emergency dispatchers while responding to residential and/or business alarm signals
• Answer multiple phone lines and simultaneously documenting information into client history.
• Coordinate after-hours response to clients by on-call technician.
• Generate service call-backs for clients requesting service appointments.
• Assist clients with minor technical support issues.
• Perform basic troubleshooting
• Handle radio communication with patrol officers in the field.
• Uses sound judgment
• Active listening; providing full attention to details and requirements of the calls
• Assess strengths and weakness of alternative solutions, conclusions, or approaches to problems.
• Understand and use correct interdepartmental procedures and policies when interfacing with other departments
• Establish and maintain rapport during dispatch calls with fire, medical, and law enforcement agencies throughout the United States
• Provide end-of-shift debriefing.

Knowledge/Skills/Abilities

• Strong customer service skills; ability to calmly work with distressed or upset clients
• Strong verbal and written skills required – ability to handle a high call volume and excellent customer service.
• Strong computer skills
• Possess strong organizational skills, ability to multi-task and be detail oriented.
• Possess a minimum of one year customer service or call center experience
• Ability to prioritize situations and complete tasks in a timely manner.
• Ability to work independently and as a team member.
• Must have the flexibility to work weekends or other shifts.
• Reliable work ethic
• Ability to type 40+ wpm
• Excellent verbal communication skills

Physical Requirements

• Must be able to sit for long periods of time
• Exposure to air-conditioned environment
• Exposure to low noise levels from office equipment and voices

Preferred Skills/Qualifications

• Prior Emergency Response Center/call center experience
• Possession of Bureau of Security and Investigative Services (BSIS) Alarm Card
• Five-Diamond Certification
• Bi lingual (Spanish and Mandarin a plus)

Post Alarm Systems Provides Health Insurance Benefits, Sick Leave, Vacation, Holidays and much more!

Post Alarm Systems is one of the oldest and largest privately owned full service security companies in Southern California. Post Alarm has been in business since 1956 and is currently owned and operated by the 3rd generation Post family. Post Alarm prides itself in providing cutting edge, quality security products and services backed by excellent client care and customer service.

Post Alarm Systems is an Equal Opportunity Employer. Employment contingent upon successful completion of background investigation. Pre-employment drug screening required. All resumes are held in confidence.

Post Alarm Systems is an equal opportunity employer.Employment with Post Alarm Systems is “at-will”.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person