Since 1983, a.p.i. Alarm Inc. has been a Canadian leader in security and safety solutions. We are looking for mature, dedicated team members to provide alarm monitoring and verification services in our world-class monitoring station located at 2323 Boundary Road, Vancouver, BC (close to Gateway skytrain station).
A successful candidate will be act as a communication point for emergency and non-emergency calls. You must be an excellent communicator and able to remain calm and composed, especially in emergency situations. You must be able to multi-task as well as take the appropriate action with little supervision.
You will receive extensive on the job training on how to speak with customers and emergency services from across North America. As a Central Station Agent, you will be involved in keeping communities safe and saving lives while providing exceptional customer service.
If you are enjoy new challenges, variety in your daily work, are detail oriented, and are interested in continuous learning, then we want you to join our team.
Responsibilities
- Monitor fire, medical and security alarm systems using specialized monitoring software and equipment
- Process inbound calls relating to our customer's fire, medical and security systems efficiently and in a professional manner
- Handling inbound medical alert/2-way calls, GPS medical alarm response
- Handling inbound telephone calls relating to varied alarm signals/customer requests Handling our full range of alarm signals
- Place outbound calls to notify or verify appropriate contacts or emergency authorities such as Fire Department, Police, Emergency Medical Services in a prompt and efficient manner
- Follow central station procedures, regulations and guidelines
- Receive emergency and non-emergency calls and record significant information
- Manage large amounts of inbound and outbound calls in a timely manner
- Meet personal/team qualitative and quantitative targets
- Utilize excellent customer service skills and exceed customers’ expectations
Requirements
The candidates we are looking for are mature self-starters that are able to work well in a team environment and/or independently.
- Must be available to work 2-3 consecutive 12-hour shifts
- Must be able to work at any time including weekends and holidays
- Must be able to legally work in Canada
- Only full-time positions are available
- Be an active listener with excellent telephone and communication skills, having verbal and written fluency in English
- Have computer proficiency with a minimum of 40 wpm typing speed
- Ability to listen attentively and to use the information provided by customers to tailor responses and actions to meet the customers’ specific needs
- Ability to multitask successfully while under pressure in a fast-paced environment
- Ability to sit for extended periods of time while responding to emergencies
- Ability to always remain alert during working hours
- Have sound judgement, strong analytical, critical thinking and decision-making skills Be self-motivated and committed to continued learning
- Previous experience in an alarm monitoring, call center environment or customer support role, involving considerable judgement and detail orientation is an asset
Benefits
- A comprehensive 6 week paid training program at $17.00 per hour
- Remuneration: $19.00 per hour (on completion of training)
- Night shift premium: $2.00/hour
- Benefits after 6 months of continuous employment
- Permanent Full-Time position
- Potential for advancement through career path planning
YOU MUST NOT HAVE A CRIMINAL RECORD FOR WHICH A PARDON HAS NOT BEEN GRANTED
This is pre-condition of employment
Job Type: Full-time
Salary: $17.00-$20.00 per hour
Benefits:
- Casual dress
- Extended health care
- Paid time off
Schedule:
Ability to commute/relocate:
- Vancouver, BC: reliably commute or plan to relocate before starting work (required)
Experience:
- surveillance: 1 year (preferred)
