Alarm Dispatcher / Call Center Specialist
About The Position
The Dispatch/Call Center Specialist is responsible for quickly and accurately answering customer calls in a fast-paced high-volume call center environment. This position acts as the initial service call contact for customers with service problems and ensures the means for resolution of the problem. Other duties include maintaining alarm activity and performing data entry of new account information and database changes. WH International Response Center (WHIRC), a subsidiary of Wright-Hennepin Electric Cooperative, is a 24/7 alarm monitoring center serving security dealers in more than 40 states and Canada. Known for its fast response and dependable service, WHIRC plays a critical role in helping protect homes, businesses, and communities around the clock.
Requirements
- High school education or equivalent
- 1+ year of customer service experience, preferably in a high call volume environment
- Successful completion of WHIRC dispatcher training and probation
- Must obtain and maintain all initial and ongoing licensures by meeting all state and federal requirements
- Must adhere to WH’s core values of Teamwork, Dependability, Performance, Integrity, Safety and Member/Customer Focused.
Responsibilities
- Answer incoming telephone and alarm traffic in a timely and professional manner.
- Provide quick, accurate, courteous and professional service, abiding by the customer service standards, policies and procedures.
- Provide the customer with the best possible service and a positive experience.
- Obtain account information from technicians and customers and enter information accurately and in a timely manner to the automation system.
- Perform system checks on equipment, recognize and correct minor equipment problems, and accurately report concerns and problems with equipment and customers.
- Train and participate in monthly training, emergency generator and back-up power testing, complete Central Station Alarm Association training and certification.
Benefits
- Medical, dental, and vision insurance
- HSA with employer contribution + FSA options
- 401(k) retirement plan
- Life and disability insurance
- Paid time off and holidays
- Employee Assistance Program (EAP) and wellness resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
