Call Center Operator

DK Security; Grand Rapids (MI); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Dental Insurance

Vision Insurance

Paid Sick Days

Job summary

DK Security, located in Kentwood, MI, is seeking a Command Center Operator to provide 24/7 support to management and field staff. This full-time role requires handling a multi-line switchboard, processing background checks, payroll, and delivering outstanding customer service.

The position offers a structured schedule, with daytime and shift variations, and requires strong communications skills, a clean background, and high school education or GED. Medical/dental benefits are provided.

Qualifications

• Must have up-to-date customer service skills.
• Thorough knowledge of emergency procedures and ability to manage emergencies.
• Ability to multi-task multiple duties while maintaining confidentiality.
• Strong verbal communication skills; also proficient in written communication.
• Ability to interact professionally at all levels within the corporation and with the public.

Responsibilities

• Provide excellent customer service to clients, customers, and coworkers.
• Dispath emergency and non-emergency responses following procedures.
• Process background screenings and payroll companywide.
• Monitor CCTV systems and operate access control and security equipment.
• Document daily activities, incident reports, and maintain reports/records.

Skills

Customer service

Emergency procedures

Multi-tasking

Verbal communication

Written communication

Education

High School Diploma or GED

Tools

Computer-aided software

Job description

Overview

DK Security is Michigan’s fastest growing security company. Established in 1995, we began as an investigations firm and quickly expanded to provide uniform security, event staff security, loss prevention services, and much more based on the needs of our clients.

DK Security can provide you an opportunity to grow, develop and meet new people in a professional setting. We offer you the opportunity to enjoy the atmosphere of working on a team in a position that serves a critical purpose. DK has earned a reputable name in the security industry thanks to our outstanding officers that work in the field, and we cannot wait to have you join our team!

Job Skills / Requirements

SCOPE:

Command Center Operators are an integral part of DK's team! They are responsible for providing effective, 24 hour/day, 7 days/week, 365 days/year, support to our corporate management team as well as our supervisors and employees out in the field, and ultimately our customers and clients. In addition, the Command Center Operators are responsible for operating a multi-line switchboard, processing pre-employment background screening, processing company wide payroll, and most importantly providing outstanding customer service.

Schedule

• Full Time (40 hours per week), Monday to Friday 1400-2200
• ACA Full Time (30+ hours per week), Thursday & Friday 1600-0000, Saturday & Sunday 1400-2200

Compensation

• Rate of Pay: $18.00/hour

LOCATION:

Kentwood, MI

Job Description/Responsibilities

• Must provide above excellent customer service when dealing with Clients, Customers, Co-Workers, etc.
• Provide information and assistance to calling parties concerning emergency, security and general assistance needs.
• Follow procedures in dispatching personnel for emergency and non-emergency response.
• Accurately and quickly utilize computer-aided software for complaint documentation and processing of anonymous tip line calls.
• Serve as an information resource to DK employees and clients. Locate requested information through additional sources as needed.
• Process and report background screen requests.
• Process payroll companywide.
• Monitor an anonymous Whistleblower hotline, and provide thorough reports for clients.
• Monitor CCTV system using recording devices.
• Monitor, operate, test and data entry responsibility for a variety of computerized and electronic equipment used in access control, fire and security systems.
• Prepare reports, activity logs and files. Assist in the maintenance and distribution of reports, records and files.
• Assists security and event staff in scheduling/payroll processing, filling missed shifts, etc.
• Must follow site specific post guidelines.
• Document daily activities and incident reports.
• Other duties as assigned.

Qualifications

• Must be at least 18 years old or older.
• Must be of good moral character, with no felony convictions or misdemeanor convictions for criminal sexual conduct or related offenses, theft, assault, or crimes of moral turpitude, is required.
• Must have impeccable grooming.
• Must possess above average customer service skills.
• Must have high school diploma or GED as well as some college experience.
• Must present a friendly, positive, professional image to Clients, employees, supervisors, managers, and the general public.
• Thorough knowledge of emergency procedures; ability to manage emergency situations while handling normal control center functions.
• Ability to multi-task multiple job duties while maintaining confidentiality.
• Ability to prioritize decisions based upon multiple criteria and identifiable standards of policies and procedures.
• Ability to effectively interact with professional personnel at all levels within the corporation, outside agencies and general public.
• Must possess excellent verbal, written and interpersonal communications skills and the ability to solve problems and de-escalate situations in a non-confrontational manner. These include the ability to read and write the English language.

IND1

Education Requirements (All)

High School Diploma or GED

Additional Information / Benefits

DK Security is an Equal Opportunity Employer. All applicants have rights under federal employment law.

• E-Verify Participation Poster
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act (EPPA)
• Immigrant and Employee Rights – Right to Work
• Equal Employment Opportunity – Workplace Discrimination is Illegal
• Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Sick Days