Operator - Emergency Dispatch

Company: Siemens Building Technologies Division: SBT - SES Division - Security

Req ID: 40852

Perform all administration to CMS ADVO Ram customer. This includes but is not limited to, Card additions, ID Badge production, Response information, additions to sites (Card readers, panels, Monitored points, video servers, video cameras and other CC800 system components), Removal or deprogramming of old sites, and system equipment. Provide reports requested by customer contacts, and system maintenance to keep system in peak operating manner.
During peak times for Signal processing - provides support for monitoring and processing alarms received within the Central Monitoring Station
(CMS). Receives, processes and dispatches after hour calls for service.

Provides outstanding customer service by receiving calls from customers that are requiring service or
information reference on their accounts. Generates service tickets within the service database on
customer requests for service.
Monitors, supports and troubleshoots alarm systems. Acknowledges alarm received and dispatches
appropriate personnel for issue at hand. After dispatch, logs call into system activity report.
After hours only, contacts and dispatches on-call service technicians.
Generates statistical or investigative reports for management.
Dispatch appropriate authorities upon receipt of alarm signals
Continuously monitor alarm signal queue
Document all calls with appropriate resolution codes and notes.
Provide quality customer service on every call. Promote good listening skills.
Communicate clearly and effectively with customers and agencies. Manage length of calls.
Attend monthly training sessions. Be familiar with emergency procedures
Review and critique recorded conversations for purposes of improving customer interaction skills

High School Diploma or GED. Any certified training or knowledge of Access Control, Fire, and Burglary
systems a plus.
1-3 years Sales or Customer Service experience. Prior security call center experience is preferred. ACD
knowledge helpful.
Good verbal and written communication skills to effectively communicate over the telephone. Excellent
customer service skills and ability to work in a dynamic fast paced environment.
Ability to navigate a computerized data entry system or other relevant applications. Knowledgeable in
Microsoft Windows (Word) and the internet.