Monitoring Specialist I

TELUS•Vancouver, BC

1d•Hybrid

About The Position

Join our team. Safety matters to our customers, so it matters to us! By using our technology and services, we are making businesses and homes safer and more convenient for our customers. We are bringing the power of technology to life and we’re always pioneering innovative equipment and services to keep our customers safe. We are passionate about ensuring we put our customers first and keeping thousands of residential and commercial customers safe and secure. Do YOU share OUR real passion for: Advocating for our customers’ needs and creating a personalized experience? Genuinely displaying humanity in every customer interaction? Keeping your community safe and taking charge in emergencies? Here’s the impact you’ll make and what we’ll accomplish together: As a Monitoring Station Specialist with our team, you will monitor all types of alarm events for customers and respond with the appropriate action. Together, we will keep our customers safe by responding to various alarm signals such as burglary, fire, panic, or medical alarms. You will communicate with customers, security guards and/or emergency response teams to dispatch the appropriate assistance. You will play a critical and meaningful role in keeping our customers protected and secure. In addition, you will offer our customers value added services to make their lives and their business even safer.

Requirements

Bilingualism (French/English)
High School Diploma and/or equivalent
Knowledge of Google Workspace
Excellent communication skills and ability to understand the caller’s needs to respond appropriately with actions/words
Ability to maintain composure, patience and professionalism in challenging situations
Ability to adapt communication style to de-escalate or defuse emotionally charged situations
Demonstrated ability to remain open-minded and willing to change opinions based on new information
Demonstrated personal accountability to your team and company by respecting the needs and expectations set forth by the schedule
Ability to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment
Talent to analyze unique situations, utilize problem-solving skills, and provide timely conflict resolution
Good judgment, capacity to take initiative and make quick decisions
Positive and energetic personality
Advanced 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

Experience in a monitoring station environment
Experience in a call center environment

Responsibilities

Monitor all types of alarm events for customers and respond with the appropriate action.
Respond to various alarm signals such as burglary, fire, panic, or medical alarms.
Communicate with customers, security guards and/or emergency response teams to dispatch the appropriate assistance.
Offer customers value added services to make their lives and their business even safer.