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Bilingual Central Monitoring Station Dispatcher

Attention! This job posting is 10 days old and might be already filled.
Location Weston Road and south of Steetles
Date Posted February 10, 2020
Category Retail/Sales/Customer Service
Job Type Full-Time
Job Number 1432

Description

Operator Responsibilities:
Handling inbound alarm/ medical alert / 2 way calls.
Handling all other alarm signals with a non-voice element. These include notify only alarms; hardwire alarms, open close alarms, error and partial accounts.
Medical alarm response including Global Positioning System monitoring
Processing and resolving alarms in a client relationship software system.
Handling inbound telephone calls related to alarm signals / customer requests and transferring calls as required.
Processing alarm in a timely manner and within defined time intervals
Placing outbound calls relating to alarm signals received. This includes calls to customer, keyholders, authorities, and others as required.
Customer information updates. These are received by telephone request, assigned communication logs, or manual request. They include, but are not limited to keyholder / authority / codeword updates.
Contract verification from processing - 2 stage check process.
Guard service invoice verification.
Verify ambulance, fire, and Police dispatch authority for new contracts.

Education / Experience Requirements:
Bilingual (English and French)
Post-Secondary Education in a related field (i.e. 911 Telecommunications.), or High School Diploma with equivalent work experience, preferred
Previous experience in a call centre/dispatch environment
Proficient with MS Office Suite (Word, Outlook, Excel, etc.)
Must be available to work 3 or 4 consecutive 12 hour shifts
Ability to listen attentively and to use information provided by customers to tailor responses and actions to meet the customers' specific needs
Strong customer service, analytical and decision making skills
Superior attention to detail
Ability to work independently and as a member of a team

 

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