Central Station Alarm Dispatcher

Paycom; Waukesha (WI); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Paid training

Medical insurance

Dental insurance

Vision insurance

Paid time off

Incentive programs

Retirement plan options

Career growth opportunities

Job summary

Emergency24 in Waukesha, WI seeks an Alarm Monitoring Operator for the on-site 3rd shift (11:00pm–7:30am) after paid training. A high school diploma is required, with strong communication and calm performance under pressure essential for fast-paced emergency dispatch work.

In this role you respond to alarm activations, coordinate dispatch of emergency services nationwide, document activity, and maintain high attention to detail.

Qualifications

• High school diploma or GED required.
• Excellent spoken and written communication skills.
• Ability to follow structured procedures and training.
• Willingness to work a 3rd shift in a 24/7 operation.

Responsibilities

• Respond to alarm activations and verify events using established procedures.
• Handle a high volume of inbound/outbound calls with professionalism.
• Dispatch alarms to police, fire or emergency services nationwide.
• Communicate clearly during high-pressure situations to customers and responders.
• Answer questions about alarm activity and account history.
• Monitor systems and document all calls and activity accurately.
• Adhere to schedules, performance standards and quality guidelines.
• Maintain detailed records and ensure data integrity.

Skills

Customer service

Phone etiquette

Clear communication

Calm under pressure

Attention to detail

Punctuality

Coachable

Fast-paced environment

Education

High School Diploma

Job description

Job Details: Job Location: Waukesha, WI 53186, Position Type: Full Time, Education Level: High School, Travel Percentage: None, Job Shift: 3rd Shift, Job Category: Customer Service, Alarm Monitoring Operator / Central Station Alarm Dispatcher

Full-Time | 24/7 Monitoring Center | On-Site (3rd Shift: 11:00pm-7:30am)

About the Company

Emergency24 is a nationally recognized provider of professional alarm monitoring and emergency response services. With decades of experience supporting customers across the country, we are known for our reliability, long-standing client relationships, and commitment to high-quality service. We offer a stable work environment, strong team culture, paid training, and long-term career opportunities in a critical, life-safety industry.

The Opportunity

Alarm Monitoring Operators (also known as Central Station Alarm Dispatchers) serve as the first point of contact during emergency and non-emergency alarm events. In this role, you respond to alarm activations, communicate with customers and emergency responders, and ensure accurate, timely dispatch of police, fire, or medical services. This is a fast-paced, detail-oriented position where professionalism and calm communication are essential.

What You’ll Do

• Respond to alarm activations and follow established procedures to verify events
• Handle a high volume of inbound and outbound phone calls
• Dispatch alarms to police, fire, or emergency services nationwide
• Communicate clearly and professionally during high-pressure situations
• Answer customer questions regarding alarm activity and account history
• Monitor alarm and video systems using company software
• Accurately document all calls and alarm activity
• Adhere to assigned schedules, performance standards, and quality guidelines

Qualifications: What We’re Looking For

Skills & Qualities

• Strong customer service skills with professional phone presence
• Clear speaking voice, good grammar, and strong listening skills
• Calm, focused, and composed under pressure
• Detail-oriented with a high level of accuracy
• Reliable, punctual, and able to follow structured procedures
• Ability to learn, follow instructions, coachable and open to feedback
• Comfortable working in a fast-paced, 24/7 environment

Experience

• Previous call center, customer service, or dispatch experience highly preferred
• No prior alarm monitoring or dispatch experience required — paid training provided

Training & Job Requirements

• Paid, in-depth training (approximately 6–8 weeks – full time) Monday-Friday 8:00am-4:30pm
• Once training is completed, you will begin working 3rd Shift (11:00pm-7:30am)
• High school diploma or GED required
• Minimum age requirement (18) eighteen
• Must pass required background checks, integrity testing, and confidentiality agreements
• Ability to work assigned shifts, including nights, weekends, and holidays

Essential Nature of the Position

This position performs safety-sensitive work within a 24-hour emergency monitoring center. Employees are responsible for receiving, evaluating, and processing emergency alarm signals and coordinating responses involving fire departments, law enforcement, emergency medical services, schools, commercial facilities, residential customers, and other public safety agencies. The position requires continuous attention, sound judgment, rapid decision‑making, and uninterrupted performance of essential duties. Errors, delays, or an inability to effectively perform essential job functions may adversely impact emergency response, customer safety, coworkers, or the public.

Physical, Cognitive & Work Requirements

• Ability to sit or stand for extended periods while continuously working at a computer workstation.
• Ability to speak clearly, listen attentively, and communicate effectively for prolonged periods, including with customers, emergency responders, and public safety agencies.
• Ability to accurately read, interpret, and process information displayed on multiple computer screens, including small text, maps, addresses, alarm signals, and other critical information.
• Ability to simultaneously operate multiple computer applications, monitors, keyboard, mouse, telephone, headset, and other communication equipment while maintaining speed and accuracy.
• Ability to accurately input and document information in real time while actively communicating with callers.
• Ability to maintain sustained concentration, alertness, situational awareness, sound judgment, and attention to detail throughout the shift, including during repetitive tasks, high call volume, and rapidly evolving emergency situations.
• Ability to multitask, prioritize, and respond quickly, calmly, and accurately to urgent or life-safety events, including fire, burglary, panic, medical emergencies, active shooter events, and other critical incidents.
• Ability to maintain regular and reliable attendance, report to work on time, and remain at the assigned workstation throughout scheduled shifts, as uninterrupted staffing is essential to supporting continuous emergency monitoring and life-safety operations.

Schedule & Compensation

• Full-time schedules (40 hours per week)
• Shifts may include overnight hours, weekends, and holidays
• Compensation: starting $18/hr
• Shift differentials, incentive bonuses, and overtime opportunities may be available

Benefits

• Paid training
• Medical, dental, and vision insurance
• Paid time off
• Incentive and bonus programs
• Retirement plan options
• Career growth and advancement opportunities

Emergency24 is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to any characteristic protected by applicable federal, state, or local law.