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Customer Support
WD30122482216 Requisition #

What We Do

Call Center Alarm Agents


Position Summary:

Are you looking for a new career path with a great salary and progressive planned increases? We offer paid training, great benefits, interesting challenges, over-time opportunities, shift premiums for evening, night and weekend work.

The position exists to monitor and respond to all incoming alarm signal activities and telephone calls for select customers, dispatching proper authorities and contacting responsible parties according to standard operating procedures.  The Customer Monitoring Center operates 24 hours a day, 365 days a year. This position works 8 or 10 hour shifts and is unionized. Employees must be available to work overnights, early mornings, evenings, weekends and holidays.

 How We Do It

Duties and Responsibilities: 

  • Monitor system for alarm signals and respond to alarms using the information provided in instruction screens
  • Monitor alarm and remote access systems, telephones, CCTV camera systems
  • Place necessary outgoing calls to verify an alarm, dispatch the appropriate authorities and notify responsible parties
  • Properly document all alarm handling procedures within the alarm screens
  • Must be able to adhere to standard operating procedures and special instructions
  • Receive and process incoming calls from customers regarding security systems/irregular activity/alarms
  • Respond to incoming emergency calls for elevators, crisis lines and incident management lines
  • Document incident reports according to customer and department requirements
  • Interact with external and internal customers and other agents
  • Contribute to the development and growth of a service culture
  • Strive to improve something in area of responsibility every day
  • Support and participate in continuous improvement processes

We’ll expect a lot from you, but we’ll also make sure we recognize and reward your contribution. And we’ll always do everything we can to help you achieve a healthy work-life balance. Wherever you join us, you’ll find we have a range of benefits and rewards designed to help you be at your best both in work and out of it.


Qualifications - External

What We Look For


  • High School Diploma or GED preferred




  • Call center or customer service experience preferred.
  • Previous security or dispatch experience would be considered an asset.



  • Professional communication skills, both verbal and written

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