Overnight OC Operator I, Central Station (FT)

Kastle Systems•Falls Church, VA

12h•Onsite

About The Position

Kastle Systems is hiring an Operations Center Operator to provide professional, accurate, and efficient services to its clients. Operators respond to alarm activations, make outbound calls about security-related events, monitor and analyze video for security incidents, assist clients with building and elevator access security, and perform administrative functions and special projects. The role involves processing contacts through in-house systems and Operations Center phones, recording request information, updating data when errors are discovered, handling approved temporary clearances, and responding to building emergencies in accordance with company procedures. Operators also coordinate with other departments and technical personnel to resolve client issues. This position is scheduled Tuesday through Saturday, 9:00 p.m. to 5:30 a.m., and is 100% in office. Extensive on-the-job training is provided. The anticipated base compensation range is $19.50–$21.50 per hour, depending on experience, skills, education, and other job-related factors.

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 co-workers.
Excellent organizational skills and multitasking capability.
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 and skills in a time-sensitive call center environment.

Nice To Haves

Advanced education or an associate degree.
NTX and Alarmist qualification.
Multilingual ability.

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 all pertinent request information.
Initiate data update requests when incorrect customer or system data is discovered.
Process temporary “special admit” clearances for clients and their guests when 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 building emergency calls as mandated by Kastle policies and procedures, including police dispatch requests, suspicious-person reports, threats to personal safety, elevator emergency calls, and fire-related calls.
Keep Operations Center areas and the designated workstation clean and properly maintained.
Perform special projects and other duties as assigned by the Shift Manager and Assistant Shift Manager.
Interact with technical personnel, such as Installation and Service or Systems Support, as needed.
Maintain a positive attitude and display professionalism at all times.
Respond to alarm activations, make outbound calls to clients about security-related events, monitor and analyze video for security incidents, and assist clients with building and elevator access security.