Call Center OC Operator I (FT)

I2G Systems; Falls Church (VA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401K

Tuition/Training Assistance

BrightHorizons Lifestyle Assistance

Wellness Program

Job summary

Kastle Systems is seeking an OC Operator to respond to alarm activations, monitor video, and assist clients with access security. You will collaborate with multiple teams to resolve issues, process data accurately, and support special projects.

The role requires strong customer service, clear communication, and the ability to work in a fast-paced, in-office environment. Candidates should have a high school diploma (associates preferred), experience in customer service or security, and the

Qualifications

• High school diploma. Advanced education/associate degree preferred.
• Prior customer service and/or security experience.
• NTX and Alarmist qualified a plus.
• Multilingual a plus.
• Extensive on the job training will be provided.
• Neat, professional appearance.
• Available 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 interface and communicate with customers and co-workers in a clear and professional manner.

Responsibilities

• Respond to alarm activations and inform clients of security events.
• Monitor and analyze video for security incidents.
• Assist clients with building access security and related tasks.
• Coordinate with IT, Client Services, PM, Service, and Remote Video Monitoring.
• Process requests accurately using the in-house system and phones.
• Handle temporary special admit clearances for clients and guests.
• Respond to building emergencies as per Kastle policies.
• Maintain cleanliness of Operations Center and workstation.
• Perform special projects as assigned by Shift Manager.

Skills

Customer service

Security awareness

Data entry

Multilingual

Communication skills

Typing

Education

High school diploma

Associate degree preferred

Job description

Overview

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact.

Kastle Operations Center (OC) Operators are responsible for responding to alarm activations, placing outbound calls to clients to inform them of security related events; monitoring and analyzing video for security incidents, assisting clients with building and elevator access security, assisting with special projects and performing administrative functions as required. OC Operators will provide professional, accurate and efficient services to Kastle's clients.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices!

5:00am-1:30pm, Tues-Saturday, 100% in office.

Responsibilities

• Work closely with IT, Client Services, Project Management, Service, & Remote Video Monitoring.
• Process all contacts received through our in-house system, or any of the phones in the Operations Center, accurately and efficiently, while maintaining a professional decorum and following all designated procedures.
• Obtain and record all pertinent request information.
• Initiate data update requests whenever incorrect customer or system data is discovered.
• Process temporary “special admit” clearances for clients and their guests as 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 all building emergency calls as mandated by Kastle policies and procedures. These emergencies include, but are not limited to, police dispatch requests for such items as suspicious person reports and threats on personal safety, elevator emergency calls and fire related calls.
• Keep all Operations Center areas, and the designated work station in particular, clean and properly maintained.
• Special projects and duties as assigned by the Shift Manager & Ass’t Shift Manager
• Interacting with technical personnel, such as Installation and Service or Systems Support, as needed.
• Maintain positive attitude & display professionalism at all time.

Qualifications

• High school diploma. Advanced education/associate degree preferred.
• Prior customer service and/or security experience.
• NTX and Alarmist qualified a plus.
• Multilingual a plus.
• Extensive on the job training will be provided.
• Neat, professional appearance.
• Available 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 interface and communicate with customers and co-workers in a clear and professional manner.
• Excellent organizational skills and multi-tasking capability.
• Ability to work well under pressure.
• Good typing skills and ability to operate a standard computer terminal and keyboard.
• Perform detailed work, interpret data, and apply knowledge and/or skills within a time-sensitive call center environment

Other Eligibility Requirements

• Must be able to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state (s) worked.
• Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation and drug screening.

Company Overview

Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

Equal Opportunity Statement

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affili… All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.