Central Station Operator

sebastiancorp; California (MO); On-site; USD 36,000 - 52,000; Full time

Job summary

Sebastian is seeking an Alarm Dispatcher to monitor alarms, troubleshoot for customers, and handle 411 and operator calls in the Central Station. The role includes night, swing, and weekend shifts; shifts run 4 pm–midnight and 12 am–8 am.

You will work with technicians, log and verify signals, provide after-hours support for DSL, and maintain records. A high school diploma and flexible schedule are required; Spanish is a plus, and ACE certifiability is preferred.

Qualifications

• High school education or equivalent is required.
• Flexible schedule including weekends and holidays.
• Exceptional communication skills; Spanish preferred but not required.
• Good interpersonal skills with a customer focus.

Responsibilities

• Respond to alarm signals promptly and accurately.
• Assist customers with alarm-related inquiries and troubleshooting.
• Work with technicians and installers to verify alarm signal reception.
• Provide 411 directory assistance and field trouble/phone repair calls.
• Log and file work orders and customer records.
• Perform general office duties and data verification.

Skills

Communication skills

Interpersonal skills

Conflict resolution

Customer focus

Spanish language

Education

High school diploma or equivalent

Job description

Job Description

The primary responsibility of this position is to dispatch monitored alarms (this includes troubleshooting for alarm customers). It also includes processing 411 calls and operator calls, answering repair service calls related to phone service, DSL, and alarm repair, and any other duties pertaining to the Central Station. The operator/alarm dispatcher reports to the Central Station Lead. This position will work night, swing, and weekend shifts. Shifts are 4 pm–midnight and 12 am–8 am.

Job Duties

• Respond to alarm signals immediately with accuracy and professionalism.
• Assist customers with alarm‑related inquiries and troubleshooting.
• Work with technicians and installers to verify that alarm signals are received correctly.
• Provide directory assistance for 411 calls.
• Field and log calls for trouble/phone repair (611).
• Assist customers who dial “Operator” for assistance.
• Sort and file work orders, customer updates, contracts, and emergency instructions in designated file cabinets.
• Perform general office duties such as filing, data verification, and organization of customer records.
• Capture and analyze market data from customer call‑backs and surveys.
• Download, upload, and test alarm panels with customers or technicians.
• Provide after‑hours support for DSL products, assisting customers with troubleshooting.
• Stuff and sort bills, envelopes, and customer inserts for mailing.
• Assist with various projects that require data entry and documentation.
• Run and review Network Outage Test Tool (NOTT) reports to ensure alarm systems are communicating regularly.
• Run and review Alarm Occurrence Reports to ensure compliance with standard operating procedures.
• Must be Alarm Company Employee (ACE) certifiable and comply with industry regulations.
• Maintain knowledge of company products, services, and procedures to assist customers efficiently.
• Participate in training sessions and team meetings to stay updated on policies and best practices.
• Perform other related duties as assigned by supervisors or management.
• Other duties and responsibilities may be assigned as necessary.

Job Requirements

• High school education or equivalent.
• Flexible schedule (weekends, holidays, varying shift schedules).
• Exceptional communication skills; Spanish preferred but not required.
• Good interpersonal skills with customer focus.
• Ability to adapt to different personalities and resolve conflicts with unpleasant customers.

Physical, Mental and Environmental Requirements

• All requirements may be modified to reasonably accommodate individuals with disabilities.
• Must be able to climb ladders, sit, bend, stoop, stand or walk for extended periods.
• Must be available to work overtime, varied shifts and assume on‑call duties as required.
• Ability to work in temperature extremes ranging from +20 o to +105 o.
• Ability to lift and/or pull up to 120 lbs.

Compliance

• If you need an accommodation as part of the employment process, please contact Human Resources.
• Sebastian is an Equal Opportunity Employer, including disabled and veterans.