Alarm Dispatcher and Responder- 2nd Shift

Adsalarm; Aurora (IL); On-site; USD 27,552 - 28,929; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

401(k) Plan with employer match

Paid Time Off (PTO)

Tuition Reimbursement

Job summary

Adsalarm is seeking a Central Station Operator and Runner in Aurora, Illinois. This role offers the opportunity to work with alarm signals and provide exceptional customer service in the security field. Responsibilities include monitoring alarms, responding promptly, and communicating effectively with customers and authorities.

The ideal candidate is detail-oriented, motivated, and possesses excellent problem-solving skills. A high school diploma and experience in dispatching or customer service are preferred. The position includes weekend and holiday work.

Qualifications

• Previous dispatching experience is highly preferred.
• Must be able to achieve CSAA Level 1 and Advanced Operator Courses.
• Ability to maintain a driver’s license and insurable driving record.

Responsibilities

• Respond promptly to alarms and verify authorized users.
• Conduct perimeter checks and perform interior searches when necessary.
• Schedule service calls for technical issues and assist Central Station Operators.

Skills

Customer service skills

Problem-solving skills

Attention to detail

Basic knowledge of alarm systems

Proficiency in Microsoft Office

Education

High School Education or equivalent

Tools

Monitoring software

Job description

#ADS25

Job Summary:

This is a great opportunity for anyone looking to continue or begin their career in the criminal justice, security, or life safety field. We are looking for candidates who are detail‑oriented, motivated, have great customer service skills, and are passionate about helping others. This position has two main functions, the first includes responding to alarm signals that are dispatched by Central Station Operators in a timely manner. Allowing access to the Police/Fire Departments, resetting alarm systems, securing the building, and providing ADS customers with the professional service that they expect from the Company. The second part of this position is monitoring alarm signals, communicating with keyholders and customers, notating customer accounts, and dispatching ADS runners, law enforcement, fire departments, etc. In this position, it is important to serve our customers with a commitment to follow established policies, procedures, regulations, and ordinances in regard to monitoring homes, businesses, lives, etc.

Alarm Detection Systems is an EEO employer.

Schedule:

This position will require weekend and holiday work as determined by your manager. The expected hours to be worked are 4pm-1am.

Essential Functions and Responsibilities:

Runner:

• Respond promptly to alarms for customers enrolled in the Runner Response Service.
• Conduct perimeter checks to identify open or broken doors/windows when police are not present.
• Use of a 6’ or higher ladder if needed to reach
• Perform an interior search of the building to determine the cause of the alarm.
• Recognize when to wait for police and refrain from attempting to capture or chase a burglar.
• Verify fire trouble signals for the cause and ensure accurate reporting.
• Schedule service calls for technical issues and report any problems found.
• Allow access to the Fire Department to look for smoke.
• Reset alarm panels or call for service assistance if unable to reset the panel.
• Assist Central Station Operators with answering phones and completing other clerical duties when not on active runner calls.
• Maintain runner keys and alarm codes, ensuring they are accurate and organized.
• Meet with new runner accounts to document lockbox locations, test keys, and update alarm codes.
• Retrieve keys and lockboxes from Central Station when accounts are disconnected and return them appropriately.
• Clean and organize the Battery Room and Runner vehicle to ensure all tools and equipment are in working order.
• Refer to the Runners Daily Check Sheet to complete assigned tasks and responsibilities.
• Must be prepared to work in all weather
• Follow all company rules and regulations as listed in the current ADS Employee Handbook.
• Follow all traffic laws, including speed limits and traffic signals, when responding to alarms.
• Maintain punctuality and adhere to attendance requirements and scheduling expectations.
• Adhere to all company policies and procedures.
• Other duties as assigned by management.

Operator:

• Respond promptly and accurately to alarm signals.
• Verify authorized users comply with company standards.
• Notify appropriate authorities or key holders when necessary.
• Contact customers to test systems when their systems are late to test.
• Take systems out of service for testing and repairs.
• Work with service teams and installers to confirm proper signal reception.
• Enter opening/closing schedules and zone descriptions.
• Inventory customer runner keys once a shift.
• Notify the Fire Department if a commercial fire alarm is out of service for more than 8 hours.
• Monitor and address the 'unrestored' report each shift.
• Track and verify systems that are out of service.
• Work with the fire testers to verify signals as needed.
• Conduct weekly tests on gas and diesel generators and monthly UPS battery tests.
• Update call list and offer basic technical support for customers as needed.
• Manage service logs and dispatch technicians after hours.
• Printing and mailing activity reports for subscribing customers.
• Dispatch ADS Runners as needed (if applicable).
• Must be responsible for working assigned shift; arrive five minutes before and stay five minutes after scheduled shifts.
• In emergency situations, assist during emergencies or high signal traffic situations.
• Follow all company rules and regulations as listed in the ADS Employee Handbook.
• Responsible for onsite duties as assigned.
• Adhere to all company policies and procedures.
• Other duties as assigned by management.

Education/Experience:

• High School Education or equivalent is required.
• Previous dispatching experience is highly preferred.
• Previous customer service experience is highly preferred.

Knowledge/Skills/Abilities:

• Proficiency in Microsoft Office.
• Basic computer skills for operating monitoring software, data entry, and communication tools.
• Ability to multi‑task while handling multiple signals, reports, and customer interactions.
• Customer service skills to provide professional and courteous support to clients and key stakeholders.
• Effective problem‑solving and decision‑making skills in high‑pressure situations.
• Organization, time management, and attention to detail.
• Strong attention to detail for accurate monitoring, reporting, and documentation.
• Work independently and collaboratively in a fast‑paced environment.
• Must be able to listen and ascertain relevant information quickly and accurately.
• Maintain confidentiality and professionalism in handling sensitive security information.
• Adapt to evolving company policies, procedures, and technology updates.
• Basic knowledge of alarm systems.
• Basic service ability.
• Hazmat training.

Licenses/Certifications:

• Must be able to achieve CSAA Level 1 and Advanced Operator Courses.
• Ability to obtain UL2050 certification is highly preferred.
• Maintain a driver’s license, maintain an insurable driving record, and be capable of driving on company assignments.
• Must be able to obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional (Illinois employees only).

Physical Demands:

• Fine Dexterity
• Sitting for prolonged periods
• Talking
• Hearing
• Vision
• Color Vision
• Standing
• Walking
• Lifting
• Carrying
• Climbing
• Stooping
• Grasping
• Kneeling
• Crouch
• Driving company vehicle

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Unless outlined in remote work policy, this is an on‑site position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees in this position will be required to work in a variety of customer settings, both commercial and residential, and in all weather conditions. The nature of the role necessitates presence in diverse and sometimes challenging environments.

Alarm Detection Systems, Inc. maintains a quiet, non‑smoking office environment. Due to the nature of the job, it is a secure environment with limited access and limited windows.

Company Benefits:

• Medical Insurance with multiple plan options
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Parental Leave
• Disability Coverage
  • Employer‑paid Short‑Term Disability
  • Optional Long‑Term Disability
• 401(k) Plan with tiered employer match
• Paid Time Off (PTO) starting at 3 weeks per year for employees
• Paid Holidays: 8 recognized holidays annually
• Employee & Friends/Family Discounts on security systems and monitoring services
• Pet Insurance Discount
• Employee Assistance Program (EAP)
• Tuition Reimbursement
• Company‑sponsored events (friends and family welcome!)
• Continuous professional development opportunities
• A fun, positive, and high‑energy work environment

Compensation:

The starting pay range for the Central Station Operator and Runner is $20- $21 per hour, based on knowledge, skills, education, and experience. Any hours worked between 11:00 pm- 7:00 am will receive a $1 shift differential.