Alarm Monitoring Dispatcher - Call Center in Saint Charles, MO at Interface Security Systems

Date Posted: 10/8/2019

Job Snapshot

Job Description

Increasing Safety!  Deterring Theft!  Ensuring Protection!

Do you thrive under pressure? When a crisis arises, are you the first to take control? Do you enjoy dealing with diverse groups of people?  If you answered "Yes" to these questions, then this is the ideal job for you!

Alarm Monitoring Dispatcher

This is a Non-Exempt position starting at $13.50 an hour for days, $14.00 for nights working 12 hour shifts.

*Please note favorable results on a pre-employment drug screening and background check are required*

SUMMARY:

The position of an Alarm Monitoring Dispatcher monitors alarm signals and takes appropriate action(s) following set guidelines and procedures. The Dispatcher’s response time and accuracy in handling alarm signals is critical to life safety. This position requires the ability to multi-task and react quickly to urgent and critical situations.  Meeting Service Agreements between Interface Security Systems and its customers is a priority.  Procedures not handled timely and properly create a risk to a customer’s property or life, as well as a financial and legal liability to the company.  

ESSENTIAL JOB FUNCTIONS:

  • Frequently monitors signals received in the Secure Operations Center, which are communicated from the customer’s alarm system.
  • Frequently places outgoing telephone calls to verify validity of alarm signals;
  • Frequently dispatches appropriate authorities such as police, fire department and medical to customer locations when procedures dictate.
  • Frequently notifies specified individuals via telephone of an alarm or event according to customer-specific instructions.
  • Occasionally answers incoming telephone calls from customers calling to cancel alarms or to inquire about a prior alarm event or status of their account. 
  • Occasionally provide assistance to alarm installers, technicians or other authorized individuals calling Secure Operations Center.
  • Frequently performs basic alarm support such as arming, disarming, and assisting in resetting alarms/ signals.
  • Frequently reviews both live and retrieved video from a customer location to verify alarms.
  • Frequently reviews both live and retrieved video from a customer location to ensure cameras are in working order.
  • Frequently performs routine visual verification of alarm receiving equipment located inside the SOC to ensure proper working order.
  • Other duties as assigned.

Job Requirements

ALARM MONITORING DISPATCHER QUALIFICATIONS:

EDUCATION and/or EXPERIENCE REQUIREMENTS:

  • High school diploma or GED equivalent;
  • Minimum 2 years’ call center/dispatch, customer service and/or security experience;
  • Working knowledge of computer terminals which includes typing and data entry; and
  • Working knowledge of Microsoft Office applications.

COMPETENCY REQUIREMENTS - Knowledge, Skills and Abilities:

  • Excellent communication and listening skills;
  • Detail oriented and process driven;
  • A friendly, positive attitude to provide outstanding customer service;
  • Team player;
  • Demonstrate initiative and ability to handle multiple responsibilities;
  • Dependable and committed to work schedule; and
  • Ability to react quickly and remain calm in crisis situation.

Working Conditions:

Fast-paced call center /dispatch environment.  Sitting or standing at work station with computer keyboard, multiple monitors, and desk phone. Company dress code is business casual. 

Position type and expected hours of work:

This position is required to work in a 24/7/365 call center with rotating 12-hour shifts including weekdays, weekends and holidays.  Available shift times may include day, mid-day, evening, and overnight hours. Paid breaks and lunch period included during shift.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, employee is regularly required to sit in an office environment.  Employee is constantly required to talk or hear to interact with employees and customers.  Employee is constantly required to use the telephone.  Employee will constantly use a personal computer, keyboard and view multiple monitors. The employee is occasionally required to stand, walk, bend, kneel, and reach. The employee may be required to lift objects up to 20 pounds which may include company materials, files and small equipment.  Specific vision abilities of this job include close vision, depth perception and ability to adjust focus in order to view reports, computer screen, video and camera detail of alarm activity, forms and operating manuals. 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed indoors in a fluorescent lit work space at the employer’s office with minimal exposure to noise and adverse environmental issues.  Business travel will not be expected for this position.

Equal Employment Opportunity Policy:

Interface Security Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

DISCLAIMER:

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

At Interface, it’s the human equation that drives us.

Headquartered in St. Louis, Missouri, Interface is uniquely qualified to be the one source for safeguarding customer data, people, and assets. As the leading national provider of cloud-based managed network services and security systems for retail, commercial and small business customers, we provide the industry’s most comprehensive bundle of integrated solutions that connect and protect some of America’s best-known companies.  

Our service offerings include PCI-compliant private secure managed broadband, managed digital voice, alarm/event monitoring, interactive video surveillance, managed access control and fire/life safety systems. Multiple UL-Approved 5-Diamond CSAA Certified Secure Operations Centers monitor, manage and support their system, backed by a nationwide service delivery infrastructure.

Interface believes in the philosophy of listening to our customers and addressing their needs. We are guided by integrity as well as an all-consuming desire to exceed expectations and foster long-term partnerships. Our goal is nothing less than complete customer satisfaction. And we strive to achieve it by providing responsive, accommodating service to each and every one of our valued clients. 

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.