Alarm Monitoring Specialist I
About The Position
The company is seeking French and English speaking agents for their Agency and Monitoring Center Support team to help shape the future of security services. The ideal candidate will advocate for customer needs, provide a personalized experience, demonstrate humanity in every interaction, be an exceptional communicator who listens, acts honestly, and expresses things clearly, get things done by leveraging everyone's unique talents, and continually adapt to meet changing customer needs. Candidates should place importance on customer service, be committed to creating exceptional experiences, be independent yet able to work in a team environment, desire continuous learning and improvement, be able to work with concentration and an eye for detail, and be able to multi-task and set priorities.
Requirements
- High school diploma or equivalent
- Bilingual (French/English)
- Excellent communication skills in French and English (written and oral)
- Interpersonal skills and professionalism in telephone exchanges
- Recognized skills in analysis, negotiation and resolution of situations during a call
- Excellent sense of responsibility and very good judgment
- Computer literate, excellent data entry skills with a keyboard and internet browsing
- Commitment to punctuality and respect of working hours
- Intermediate knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope
Nice To Haves
- Working knowledge of police department procedures and dissent methods (different organizations) an asset
Responsibilities
- Monitor and promote the quality of patrol and security guard services to ensure service levels are met
- Analyze claims and complaints, communicate results to clients and make relevant recommendations
- Challenge the fines in the event of a false alarm with the various agencies (police, fire, patrol and security guard services, paramedic services) and appeal them within the time limits provided for by the regulations
- Serve as an intermediary in the handling of questions by representing clients with the various agencies
- Contribute to the rapid resolution of complaints from surveillance centers that have been brought to hierarchical appeal
- Validate agency invoices and make necessary adjustments
- Perform quality control of all analyzed files, communicate and recommend measures to reduce false alarms and seize opportunities to reduce incidents
- Correct errors in client files and conduct the various types of research required
- Obtain and study the regulations of the various municipalities concerning the use of a security system (permits, penalties related to false alarms) and process municipal permit files when necessary
- Manage agency files by recording, coding and updating their rate information
- Inform customers and other departments of regulatory changes
- Provide support to Regional Authorized Agents regarding follow up service inquiries
- Provide support to clients of outsourced monitoring services, updating data in files, consolidating information and validating invoices
- Perform other duties specific to the position or requested by the immediate supervisor
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
