OC Operator I (FT)

Kastle Systems•Falls Church, VA

3d•Onsite

About The Position

Kastle Systems is hiring an Operations Center Operator to provide professional, accurate, and efficient service to clients. Operators respond to alarm activations, contact clients about security-related events, monitor and analyze video for security incidents, assist with building and elevator access security, and perform administrative functions and special projects. The role works with internal departments and technical personnel to address client issues and follow established procedures. Extensive on-the-job training is provided. The schedule is Sunday through Thursday, 9:00 p.m. to 5:30 a.m., with work performed 100% in the office.

Requirements

High school diploma.
Prior customer service and/or security experience.
Neat, professional appearance.
Availability to work various shifts and holidays as needed.
Excellent customer service skills and phone demeanor.
Excellent written and oral communication skills.
Basic and routine troubleshooting capability; some data analysis may be required.
Ability to communicate clearly and professionally with customers and coworkers.
Excellent organizational skills and ability to multitask.
Ability to work well under pressure.
Good typing skills and ability to operate a standard computer terminal and keyboard.
Ability to perform detailed work, interpret data, and apply knowledge or skills in a time-sensitive call center environment.

Nice To Haves

Advanced education or an associate degree preferred.
NTX and Alarmist qualifications are a plus.
Multilingual ability is a plus.
Bilingual candidates are highly encouraged to apply.

Responsibilities

Work closely with IT, Client Services, Project Management, Service, and Remote Video Monitoring.
Process contacts received through the in-house system and Operations Center phones accurately and efficiently, maintaining professional decorum and following designated procedures.
Obtain and record pertinent request information.
Initiate data update requests when incorrect customer or system data is discovered.
Process temporary special-admit clearances for clients and guests as requested and approved.
Process, disable, and disregard building arm and Installation & Services/Field Service Representative requests.
Communicate and work with other departments to resolve client issues.
Respond to building emergency calls as required by Kastle policies and procedures, including police dispatch requests, suspicious-person reports, personal-safety threats, elevator emergencies, and fire-related calls.
Keep Operations Center areas, particularly the designated workstation, clean and properly maintained.
Complete special projects and other duties as assigned by the Shift Manager and Assistant Shift Manager.
Interact with technical personnel, including Installation and Service or Systems Support, as needed.
Maintain a positive attitude and professionalism at all times.