Call Center Representative

a.p.i. ALARM INC is a leading provider and integrator of security technology in Canada and US and we are currently looking for mature, dedicated team members to provide alarm monitoring and verification services in our world-class monitoring station located in 7000 Broadway Street, Denver Colorado 80221.

A successful candidate will act as a communication point for emergency and non-emergency calls. You must be an excellent communicator and able to remain calm and composed, especially in emergency situations. You must be able to multi-task as well as take the appropriate action with little supervision.

You will receive extensive on the job training on how to speak with customers and emergency services. As a Station Operator, you will be involved in keeping communities safe and saving lives while providing exceptional customer service.

If you are enjoying new challenges, variety in your daily work, are detail oriented, and are interested in continuous learning, then we want you to join our team.

Shift:

• Day shift (5:00am to 5:00pm) $18.00 per hour

or

• Night shift (5:00pm to 5:00am) $19.00 per hour

Mandatory Paid Training (2 weeks)

• Monday to Friday - 6:00 am to 3:00pm

Responsibilities

• Monitor fire, medical and security alarm systems using specialized monitoring software and equipment
• Process inbound calls relating to our customer's fire, medical and security systems efficiently and in a professional manner
• Handling inbound medical alert/2-way calls, GPS medical alarm response
• Handling inbound telephone calls relating to varied alarm signals/customer requests
• Handling our full range of alarm signals
• Place outbound calls to notify or verify appropriate contacts or emergency authorities such as Fire Department, Police, Emergency Medical Services in a prompt and efficient manner
• Follow central station procedures, regulations and guidelines
• Receive emergency and non-emergency calls and record significant information
• Manage large amounts of inbound and outbound calls in a timely manner
• Meet personal/team qualitative and quantitative targets
• Utilize excellent customer service skills and exceed customers’ expectations

Requirements

• The candidates we are looking for are mature self-starters that are able to work well in a team environment and/or independently.
• Must be available to work 2-3 consecutive 12-hour shifts
• Must be able to work at any time including weekends and holidays
• Must be able to legally work in United States
• Only full-time positions are available
• Be an active listener with excellent telephone and communication skills, having verbal and written fluency in English
• Have computer proficiency with a minimum of 40 wpm typing speed
• Ability to listen attentively and to use the information provided by customers to tailor responses and actions to meet the customers’ specific needs
• Ability to multitask successfully while under pressure in a fast-paced environment
• Ability to sit for extended periods of time while responding to emergencies
• Ability to always remain alert during working hours
• Have sound judgement, strong analytical, critical thinking and decision-making skills
• Be self-motivated and committed to continued learning
• Previous experience in an alarm monitoring, call center environment or customer support role, involving considerable judgement and detail orientation is an asset

Pre-employment screening: An offer of employment is contingent on the verification of credentials and other information, including successful completion of background check. Candidates must pass the criminal record check and other verification required for this position.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Expected hours: 38.5 per week

Benefits:

• 401(k)
• On-the-job training
• Paid time off
• Retirement plan

Schedule:

• 12 hour shift
• Rotating shift
• Rotating weekends

Application Question(s):

• Are you able to pass a criminal record check?

Experience:

• Customer service: 1 year (Preferred)
• Call center: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Overnight Shift (Preferred)

Ability to Commute:

• Denver, CO 80221 (Required)

Work Location: In person

Salary : $18 - $19