Central Station Alarm Dispatcher-2nd Shift

Emergency 24•Silver Spring, MD

6d•Onsite

About The Position

Alarm Monitoring Operators, also known as Central Station Alarm Dispatchers, serve as the first point of contact during emergency and non-emergency alarm events. In this role, you will respond to alarm activations, communicate with customers, alarm technicians, business owners, and emergency responders, and ensure the accurate and timely dispatch of police, fire, medical, and other emergency services. This is a fast-paced, detail-oriented position where accuracy, professionalism, sound judgment, and calm communication are essential.

Requirements

Strong customer service skills and a professional phone presence
Clear speaking voice with good grammar and communication skills
Strong listening skills and the ability to communicate effectively using appropriate tone, pace, and professionalism
Courteous, patient, and helpful demeanor
Ability to remain calm, focused, and professional under pressure
Strong attention to detail and accuracy
Ability to professionally handle difficult or distressed callers
Reliable, punctual, and comfortable working within structured procedures
Ability to learn new systems, follow instructions, and apply established processes
Coachable and growth-oriented, with the ability to receive feedback and apply it quickly
Basic computer skills and comfort working with multiple applications and screens
Ability to multitask effectively in a fast-paced, 24/7 monitoring environment
High school diploma or GED required
Must be at least 18 years of age
Must successfully complete required background checks, integrity testing, and confidentiality requirements
Must be able to work the assigned schedule, including nights, weekends, and holidays
Ability to sit or stand for extended periods while continuously working at a computer workstation
Ability to speak clearly, listen attentively, and communicate effectively for prolonged periods
Ability to accurately read, interpret, and process information displayed on multiple computer screens, including addresses, alarm signals, account information, and other critical information
Ability to simultaneously operate multiple computer applications, monitors, keyboard, mouse, telephone, headset, and other communication equipment while maintaining speed and accuracy
Ability to accurately input and document information in real time while actively communicating with callers
Ability to maintain sustained concentration, alertness, situational awareness, sound judgment, and attention to detail throughout the shift
Ability to multitask, prioritize, and respond quickly, calmly, and accurately during urgent or life-safety situations
Ability to work effectively during periods of high call volume, repetitive activity, and rapidly changing emergency situations
Ability to maintain regular and reliable attendance, report to work on time, and remain available to perform assigned duties throughout the scheduled shift, as continuous staffing is essential to our emergency monitoring operations

Nice To Haves

Previous call center, customer service, dispatch, security, or alarm monitoring experience is highly preferred, but prior alarm monitoring or dispatch experience is not required.

Responsibilities

Respond to alarm activations and follow established procedures to verify and process events
Handle a high volume of inbound and outbound calls
Dispatch police, fire, medical, and other emergency services as required
Communicate clearly and professionally with customers, emergency responders, alarm technicians, and other callers
Answer questions regarding alarm activity, account information, and event history
Work toward providing timely and effective resolution for customer inquiries
Monitor alarm and related systems using Company software and technology
Accurately document calls, alarm activity, actions taken, and account information in real time
Follow established procedures, quality standards, and performance expectations
Adhere to your assigned work schedule and maintain regular and reliable attendance