Monitoring Specialist I

TELUS; Calgary; On-site; CAD 24,796 - 30,307; Full time

Benefits offered by this job

Paid training

Performance bonus

Career development

Job summary

TELUS in Calgary is seeking a Monitoring Station Specialist to monitor alarm events for residential and commercial customers and respond promptly to signals such as burglary, fire, panic, or medical alerts. You will coordinate with customers, security guards, and emergency responders to ensure correct assistance and keep clients safe.

Primarily in-office, with potential Work From Home after six months, this full-time role offers shift options (days, evenings, weekends) and a performance-based

Qualifications

• Bilingual French/English required.
• High School Diploma or equivalent.
• Strong communication skills with callers.
• Ability to de-escalate tense situations.
• Problem-solving and quick decision-making.
• Ability to adapt to shift work.

Responsibilities

• Monitor alarm events and respond with appropriate action.
• Communicate with customers, security personnel and emergency responders to dispatch the right assistance.
• Provide value-added services to clients.
• Support training and ongoing learning.

Skills

Bilingual

Excellent communication

De-escalation

Calm under pressure

Problem solving

Education

High School Diploma

Tools

Google Workspace

Job description

Join our team Safety matters to our customers, so it matters to us! By using our technology and services, we are making businesses and homes safer and more convenient for our customers. We are bringing the power of technology to life and were always pioneering innovative equipment and services to keep our customers safe. We are passionate about ensuring we put our customers first and keeping thousands of residential and commercial customers safe and secure.

Description

Join our team Safety matters to our customers, so it matters to us! By using our technology and services, we are making businesses and homes safer and more convenient for our customers. We are bringing the power of technology to life and were always pioneering innovative equipment and services to keep our customers safe. We are passionate about ensuring we put our customers first and keeping thousands of residential and commercial customers safe and secure.

Do YOU share OUR real passion for:

• Advocating for our customers’ needs and creating a personalized experience?
• Genuinely displaying humanity in every customer interaction?
• Keeping your community safe and taking charge in emergencies?

Heres the impact youll make and what well accomplish together:

As a Monitoring Station Specialist with our team, you will monitor all types of alarm events for customers and respond with the appropriate action. Together, we will keep our customers safe by responding to various alarm signals such as burglary, fire, panic, or medical alarms. You will communicate with customers, security guards and/or emergency response teams to dispatch the appropriate assistance. You will play a critical and meaningful role in keeping our customers protected and secure. In addition, you will offer our clients value added services to make their lives and their business even safer.

Whats in it for you?

Our Monitoring Station operates 7 days a week and offers a variety of shifts to suit your lifestyle! We offer flexible work schedules such as 7 days on / 7 days off or 5 days on / 2 off or yet 4 days on / 3 off, with various start times, including daytime, evenings, overnights and weekends. Shift premiums are available for evening and weekend hours and our work schedules are consistent without rotation. As mentioned this is a full time role, but we guarantee a minimum of 35 hours shift per week with the possibility of overtime as per the operational needs.

This position is primarily in-office. After a minimum of 6 months in the Monitoring Specialist I role, team members may be eligible to participate in the Work From Home (AHA) program, subject to performance, business needs, applicable regulatory requirements and internal approval. Participation in the program is not guaranteed.

Regardless of work arrangement, periodic in-office presence will be required to support team collaboration, training, engagement, and operational priorities. The frequency of in-office days will be communicated in advance and adjusted as needed.

At TELUS, we understand that a big part of our success comes from the people we hire, which is why we honour our employees with an excellent compensation package, including benefits and a starting salary of $ 18.50 per hour, plus a performance-based annual bonus.

You can also take advantage of our virtual courses and e-learning, including platforms like LinkedIn Learning offer significant value to training programs and career development that will help you gain the tools needed to help you shift your career into high gear in various exciting roles, including quality coaching, floor support, front-line management, training and Information Technology (IT) support. Also, to ensure your success in your new role, you will be provided with 2-3 weeks of full-time paid training for which you must be available to attend.

Qualifications

Youre the missing piece of the puzzle with your:

• Bilingual (French/English)
• High School Diploma and/or equivalent
• Knowledge of Google Workspace
• Excellent communication skills and ability to understand the callers needs to respond appropriately with actions and/or words
• Maintain composure, patience and professionalism in challenging situations
• Ability to adapt your communication style to de-escalate or defuse emotionally charged situations
• Demonstrated ability to remain open-minded and willing to change opinions based on new information
• Demonstrated personal accountability to your team and company by respecting the needs and expectations set forth by the schedule
• Ability to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment
• Talent to analyze unique situations, utilize problem-solving skills, and provide timely conflict resolution
• Good judgment, capacity to take initiative and make quick decisions
• Positive and energetic personality

Great-to-have:

• Experience in a monitoring station environment
• Experience in a call center environment