OC Operator I (FT)

Kastle Systems•Falls Church, VA

13d•Onsite

About The Position

Kastle Systems is a leader in property technology, experiencing rapid growth. The Kastle Operations Center (OC) Operators are responsible for responding to alarm activations, contacting clients about security events, monitoring and analyzing video for security incidents, assisting clients with building and elevator access, and performing administrative tasks. OC Operators will provide professional, accurate, and efficient services to Kastle's clients. Bilingual candidates are highly encouraged to apply. The role offers a great work environment and excellent benefits, including Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, and a Wellness Program. The company is a Certified Great Place to Work and has received awards for being a Top Work Place with Top DE&I Practices. This is a full-time, 100% in-office position with a schedule of Thursday-Monday, 5am-1:30pm.

Requirements

High school diploma.
Prior customer service and/or security experience.
NTX and Alarmist qualified a plus.
Multilingual a plus.
Neat, professional appearance.
Available 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 interface and communicate with customers and co-workers in a clear and professional manner.
Excellent organizational skills and multi-tasking capability.
Ability to work well under pressure.
Good typing skills and ability to operate a standard computer terminal and keyboard.
Perform detailed work, interpret data, and apply knowledge and/or skills within a time-sensitive call center environment

Nice To Haves

Advanced education/associate degree preferred.
Bilingual candidates are highly encouraged to apply.

Responsibilities

Work closely with IT, Client Services, Project Management, Service, & Remote Video Monitoring.
Process all contacts received through our in-house system, or any of the phones in the Operations Center, accurately and efficiently, while maintaining a professional decorum and following all designated procedures.
Obtain and record all pertinent request information.
Initiate data update requests whenever incorrect customer or system data is discovered.
Process temporary “special admit” clearances for clients and their guests as requested and approved.
Process, disable and disregard, building arm, and Installation &Services/Field Service Representatives requests.
Communicate and work with other departments to resolve client issues.
Respond to all building emergency calls as mandated by Kastle policies and procedures. These emergencies include, but are not limited to, police dispatch requests for such items as suspicious person reports and threats on personal safety, elevator emergency calls and fire related calls.
Keep all Operations Center areas, and the designated work station in particular, clean and properly maintained.
Special projects and duties as assigned by the Shift Manager & Ass’t Shift Manager
Interacting with technical personnel, such as Installation and Service or Systems Support, as needed.
Maintain positive attitude & display professionalism at all time.