Job Overview
Emergency Response Center (ERC) Operator
2nd Shift: 1:30PM-10:00PM
** TO INCLUDE WEEKENDS AND HOLIDAYS **
Full-Time: Wednesday to Sunday
Training: 9:00AM-5:30PM (4 weeks)
Pay: $20.00 - $21.00 per hour
Background Check and Drug Screens required.
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. " Post Alarm Systems is an equal opportunity employer.
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 are also responsible for responding 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.
- Properly document all responses for the alarm within the monitoring software; heavy data entry skills needed and strong attention to detail are critical.
- Answering multiple phone lines and simultaneously documenting information into client history.
- Coordinating 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.
- Handle radio communication with patrol officers in the field.
- Critical Thinking; exercising reasonable logic to identify the strengths and weakness of alternative solutions, conclusions, or approaches to problems.
- Active Listening; providing full attention to details and requirements of the calls.
- Provide end-of-shift debriefing.
Required Skills/Education
- Strong customer service skills; ability to calmly work with distressed or upset clients
- Strong verbal/written communication skills
- Possess strong organizational skills, ability to multi-task and be detail oriented.
- Maintain strong collaborative work environment
- Possess a minimum of one year customer service or call center experience
- Ability to prioritize 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.
- High School Diploma
- Fluent in English
- Ability to type 40+ wpm
- Preferred Skills/Qualifications
- Prior emergency response center/call center experience
- Possession of Bureau of Security and Investigative Services (BSIS) Alarm Card
- Five-Diamond Certification
Work Location: In person
Pay: $20.00 - $21.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Application Question(s):
- Are you available for morning training from 9:00am-5:30pm? (4 weeks)
Work Location: In person
