Call Center OC Operator I (FT)

Sunday-Thursday, 1:00pm-9:30pm, 100% in office.

• Work closely with IT, Client Services, Project Management, Service, & Remote Video Monitoring.
• Process all contacts received through our in-house system, or any of the phones in the Operations Center, accurately and efficiently, while maintaining a professional decorum and following all designated procedures.
• Obtain and record all pertinent request information.
• Initiate data update requests whenever incorrect customer or system data is discovered.
• Process temporary “special admit” clearances for clients and their guests as requested and approved.
• Process, disable and disregard, building arm, and Installation &Services/Field Service Representatives requests.
• Communicate and work with other departments to resolve client issues.
• Respond to all building emergency calls as mandated by Kastle policies and procedures. These emergencies include, but are not limited to, police dispatch requests for such items as suspicious person reports and threats on personal safety, elevator emergency calls and fire related calls.
• Keep all Operations Center areas, and the designated work station in particular, clean and properly maintained.
• Special projects and duties as assigned by the Shift Manager & Ass’t Shift Manager
• Interacting with technical personnel, such as Installation and Service or Systems Support, as needed.
• Maintain positive attitude & display professionalism at all time.

• High school diploma. Advanced education/associate degree preferred.
• Prior customer service and/or security experience.
• NTX and Alarmist qualified a plus.
• Multilingual a plus.
• Extensive on the job training will be provided.
• Neat, professional appearance.
• Available to work various shifts and holidays as needed.
• Excellent customer service skills and phone demeanor.
• Excellent written and oral communication skills.
• Basic and routine troubleshooting capability – some data analysis may be required
• Ability to interface and communicate with customers and co-workers in a clear and professional manner.
• Excellent organizational skills and multi-tasking capability.
• Ability to work well under pressure.
• Good typing skills and ability to operate a standard computer terminal and keyboard.
• Perform detailed work, interpret data, and apply knowledge and/or skills within a time-sensitive call center environment

• Must be able to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state (s) worked.
• Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation and drug screening.