Job Description

Job Details

The Call Center Agent - Bilingual is responsible for handling all incoming alarm signal activities and taking appropriate action per instruction. Including video surveillance and monitoring of security equipment on-site at military facilities. The associate will also make outbound calls in order to dispatch Police/Fire Departments regarding alarm activities while following standard operating procedures. This role requires heavy phone work as well as taking verbal instructions, typing, reading, speaking and writing. How you will do it:

• Resolve operational, customer service and/or employee issues.
• Operate all call center equipment and peripheral equipment.
• Interact with external and internal customers via telephone, email and in person.
• Promote a positive customer service atmosphere.
• Initiate necessary action when irregular signals are received or trouble develops.
• Work with outside repair technicians, guards, etc. to ensure that signals are received properly and that circuits and signaling devices are restored to normal operation.
• Notify appropriate authorities and customers if alarm signal is received.
• Must be able to adhere to standard operating procedures and special instructions.
• Respond quickly and precisely to incoming phone calls.
• Document all alarm activity and subscriber phone calls via PC and activity reports.
• Other duties as assigned.

What we look for
Required:

• Must be willing to work evenings, nights, and weekend shifts.
• High School Diploma or GED
• Bilingual French and English
• At least one year of customer service experience; in a call center environment preferred.

Preferred:

• Associates or Bachelor’s Degree
• Law enforcement, emergency dispatching, or criminal justice background
• Experience working with DoD Masterminds software
• Professional communication skills, both written and verbal.
• Intermediate computer knowledge including Microsoft Windows.
• Able to multi-task in a fast-paced work environment.
• Comfortable handling potential emergency situations.
• Able to type a minimum of 25 words per minute.
• Strong organizational skills, ability to multi-task, and detail orientation.
• Successful completion of training module (minimum 80% accuracy).

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