Central Station Dispatcher - Swing Shift - Full Time

All-Guard Alarm Systems, Inc.; Livermore (CA); On-site; USD 52,000 - 72,000; Full time

Job summary

All-Guard Alarm Systems, Inc. in Livermore, CA, seeks a Central Station Dispatcher for swing shift (01:30 pm – 10:00 pm) to be the first point of contact for dispatching resources and managing incident information flow.

The role reports to the Central Station Manager/Assistant Manager and may include additional tasks. This position requires handling alarms via DICE/Immix by SureView/Frontel, delivering courteous customer service, and meeting deadlines in a fast-paced environment.

Qualifications

• Ability to function as an effective team member.
• Strong customer service orientation.
• Knowledge and ability to utilize 24-hour time format.
• Ability to work day, swing, graveyard, and rotating shifts, holiday, weekends and overtime as needed.
• Ability to read and follow written instructions.
• Ability to follow verbal instructions.
• Ability to communicate clearly and concisely both verbally and in writing.
• Ability to meet deadlines.
• Ability to solve practical problems and carry out responsibility with minimum direction.
• Ability to prioritize multitask responsibilities.
• Computer Literacy

Responsibilities

• Receive information from multiple sources requiring dispatch of emergency and/or non-emergency resources.
• Process alarm conditions and prioritize alarms per policy.
• Enter, update, and monitor incidents via DICE, Immix by SureView or Frontel.
• Communicate necessary information to subscribers, emergency agencies, responsible persons, and alarm companies with approved scripts.
• Input basic accounts into DICE and interpret instructions for new accounts.
• Understand DICE alarm monitoring software operations and complete tasks such as alarm events and reports.
• Maintain filing/scanning of account paperwork.
• Use phone equipment and follow guidelines for calls/effects on in-house or field personnel.
• Assist subscribers with basic technical questions using DICE or Tech Help and download panels when requested.
• Exhibit professional behavior and maintain open communication with management.

Skills

Team player

Customer service

24h time format

Shift flexibility

Communication skills

Computer literacy

Tools

DICE

Immix by SureView

Frontel

Job description

Central Station Dispatcher - Swing Shift (01:30 pm - 10:00pm) - Full time

The Central Station Dispatcher is the initial contact for dispatching emergency and non‑emergency resources (public safety, alarm company personnel, responsible parties) and is responsible for managing the flow of incident related information to and from said resources. This position reports to the Central Station Manager/Central Station Assistant Manager/Shift Supervisor. The Central Station Dispatcher may be assigned additional tasks or duties by the Central Station Shift Supervisor and/or Central Station Manager and Assistant Manager.

Key duties & Responsibilities

Please note the essential functions may vary depending on department size, organizational structure and/or geographic location.

• Receive information from multiple sources requiring dispatch of emergency and/or non‑emergency resources.
• Exhibit the knowledge to competently process alarm conditions as received, processing highest priority alarms first. Alarms will be processed consistently in accordance with departmental policy as outlined in GCS Training Guide and/or written memos or procedures.
• Enter, update, and monitor the status of incidents via DICE, Immix by SureView or Frontel.
• Properly, politely and diplomatically communicate necessary information to subscribers, emergency agencies, responsible persons, and the alarm companies using GCS approved customer service skills and phraseology or script.
• Qualified to input a basic, uncomplicated account into DICE.
• Receive and interpret verbal and written instructions to create new accounts. Receive temporary information changes from subscribers and Alarm Companies. Enter received data into the account file or forward information to data entry personnel for input.
• Understand all of the operations of DICE alarm monitoring software in accordance with granted level of access. 1. Completing alarm events; manual alarm generation, creating, printing and completing service tickets, viewing reports of history. 2. Searching for accounts; placing accounts on test, writing account notes, entering O/C temporary schedules, viewing accounts and dealer accounts, exiting DICE. 3. Edit/Update Accounts: change account numbers, print/fax/email reports, dictate, compose, and complete edit requests.
• Maintain filing or scanning of account paperwork. Working in conjunction with appropriate guidelines and procedures for filing and/or scanning.
• Properly use phone equipment, including Listen/Talk back functions, transferring phone calls to appropriate personnel whether they are in house or in the field, send phone call to voicemail, conference two phone calls together when necessary, and following all written guidelines and procedures in regards to proper phone call etiquette.
• Understands basic functions of alarm equipment as outlined in GCS Training Guide. Assists subscribers with basic technical questions/needs utilizing DICE and or Tech Help as well as performing successful downloading of panels upon request.
• Exhibits professional behavior with all interactions, internal and external. Presents All‑Guard/Grand Central Station in a positive light at all times.
• Maintains open communication with management including training needs, morale, and other basic employee issues.
• Meets all deadlines as assigned.

Minimum Qualifications

The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department and/or geographic location.

Skills and abilities

• Ability to function as an effective team member
• Strong customer service orientation
• Knowledge and ability to utilize 24‑hour time format
• Ability to work day, swing, graveyard, and rotating shifts, holiday, weekends and overtime as needed.
• Ability to read and follow written instructions
• Ability to follow verbal instructions
• Ability to communicate clearly and concisely both verbally and in writing.
• Ability to meet deadlines
• Ability to solve practical problems and carry out responsibility with minimum direction.
• Ability to prioritize multitask responsibilities.
• Computer Literacy

Physical Demands

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to see, hear, speak, and write clearly to communicate with employees, customers, and/or vendors; manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment. Must be able to walk up two flights of stairs to get to work‑station.

Work Environment

In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

• The office is clean, orderly, properly lit and ventilated. Noise levels are considered low to moderate.