Evening Monitoring Center Operator

WAYNE ALARM SYSTEMS

Monitoring Center Operator

Life-safety response | Customer care | Calm decisions when they matter

Protect people. Support customers. Make every response count.

Every alarm signal represents a person, family, or business depending on us. As a Wayne Alarm Monitoring Center Operator, you will respond to burglary, fire, medical, and equipment alarms; communicate with customers and emergency responders; and carefully document every action taken.

This is a structured, fast-paced role that requires calm judgment, consistent accuracy, dependable attendance, and the ability to stay focused while performing important, sometimes repetitive work. Alarm industry experience is helpful, but we will train the right person.

What You’ll Do

• Respond to burglary, fire, medical, and equipment alarm signals using established procedures.

• Answer inbound calls and make outbound calls to customers, emergency authorities, technicians, and alarm dealers.

• Provide calm, professional, and reassuring service, including when a caller is upset or frightened.

• Manage multiple alarms, calls, and computer tasks while maintaining accuracy and attention to detail.

• Verify information, complete required actions in the correct sequence, and accurately document all activity.

• Apply sound judgment within established procedures and recognize when supervisory escalation is required.

• Support teammates so the Monitoring Center maintains continuous, reliable coverage.

You May Be a Strong Fit If You

• Stay calm when other people are anxious, frustrated, or under stress.

• Can follow detailed procedures without skipping steps or sacrificing accuracy.

• Remain attentive and consistent while performing similar tasks throughout a shift.

• Communicate clearly, listen carefully, and treat people with patience and respect.

• Can prioritize several competing demands and know when to ask for help.

• Are comfortable working at a computer, using several systems, and spending much of the day on the phone.

• Welcome coaching, feedback, training, and routine quality review of your work.

• Are punctual, dependable, and understand that your teammates rely on you to report as scheduled.

The Reality of the Role

We want candidates to understand the position before applying. Much of the work follows established procedures and requires repeating similar steps accurately throughout the shift. At times, several alarms or calls may require attention at once. Successful operators remain composed, follow the process, and do not allow urgency or repetition to compromise accuracy.

Schedule and Attendance

This is a full-time, onsite position supporting a 24/7 Monitoring Center. Candidates must be available for weekdays and at least one assigned weekend shift. Reliable attendance and punctuality are essential because Monitoring Center coverage cannot be delayed or left unattended.

Available second-shift schedules: 12:00 PM–8:00 PM | 1:00 PM–9:00 PM | 2:00 PM–10:00 PM

Scheduled holiday work and occasional overtime may be required based on coverage needs. Final schedule expectations will be reviewed during the hiring process.

Qualifications

• High school diploma, GED, or equivalent required.

• Strong verbal, written, telephone, listening, and computer skills.

• Previous alarm monitoring experience is preferred but not required.

• Experience in customer service, call centers, dispatch, healthcare, banking, insurance, hospitality, technical support, logistics, or similar procedure-driven work is a plus.

• Ability to maintain confidentiality and complete applicable pre-employment requirements.

Training, Growth, and Support

New operators receive structured training, coached system practice, and ongoing support. Operators must demonstrate competency in alarm handling, documentation, customer communication, system use, and emergency escalation. Consistent performers can pursue additional responsibility and advancement.

How We Work at Wayne Alarm

• Put customers and life safety first.

• Do the right thing, even when no one is watching.

• Take responsibility, follow through, and speak up when help is needed.

• Treat customers, coworkers, dealers, and emergency respon