Monitoring Specialist I

Intello Technologies Inc.; California (MO); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Work From Home after 6 months

Shift premiums

Competitive starting pay

Job summary

TELUS is seeking a Monitoring Station Specialist to monitor alarm events for customers and respond with the appropriate action to keep them safe and secure. You will communicate with customers, security guards and emergency response teams to dispatch the right assistance and offer value-added services to enhance safety for both home and business respondents.

This in-office role supports flexible schedules with shifts including days, evenings, overnights and weekends.

Qualifications

• High School Diploma or equivalent required.
• Strong oral and written English.
• Ability to stay calm and professional in challenging situations.
• Experience with Google Workspace preferred.
• Familiarity with 24/7 monitoring is a plus.

Responsibilities

• Monitor alarm events and respond with appropriate action.
• Communicate with customers, guards and emergency teams to dispatch the correct assistance.
• Provide value-added services to keep customers safe and secure.
• Support team with high-quality customer care and comply with regulatory requirements.

Skills

High School Diploma

Google Workspace

Excellent communication

De-escalation

Patience under pressure

Adaptability

Accountability

Problem solving

Quick decision making

Education

High School Diploma or equivalent

Job description

Select how often (in days) to receive an alert:

Jobs by Category: Contact Centre

Job Function: Customer Service

Status: Full Time

Schedule: Regular

Description

Join our team

Safety matters to our customers, so it matters to us! By using our technology and services, we are makingbusinesses and homes safer and more convenient for our customers. We are bringing the power of technology tolife and we’re always pioneering innovative equipment and services to keep our customers safe. We arepassionate about ensuring we put our customers first and keeping thousands of residential and commercialcustomers safe and secure.

Do YOU share OUR real passion for:

• Advocating for our customers’ needs and creating a personalized experience?
• Genuinely displaying humanity in every customer interaction?
• Keeping your community safe and taking charge in emergencies?

Here’s the impact you’ll make and what we’ll accomplish together:

As a Monitoring Station Specialist with our team, you will monitor all types of alarm events for customers and respond with the appropriate action. Together, we will keep our customers safe by responding to various alarm signals such as burglary, fire, panic, or medical alarms. You will communicate with customers, security guards and/or emergency response teams to dispatch the appropriate assistance. You will play a critical and meaningful role in keeping our customers protected and secure. In addition, you will offer our customers value added services to make their lives and their business even safer.

What’s in it for you?

Our Monitoring Station operates 7 days a week and offers a variety of shifts to suit your lifestyle! We offer flexiblework schedules such as 7 days on / 7 days off or 5 days on / 2 off or yet 4 days on / 3 off, with various start times,including daytime, evenings, overnights and weekends. Shift premiums are available for evening and weekendhours and our work schedules are consistent without rotation. As mentioned this is a full time role, but weguarantee a minimum of 35 hours shift per week with the possibility of overtime as per operational needs.

This position is primarily in-office. After a minimum of 6 months in the Monitoring Specialist I role, team membersmay be eligible to participate in the Work From Home (AHA) program, subject to performance, business needs,applicable regulatory requirements and internal approval. Participation in the program is not guaranteed.Regardless of the work arrangement, periodic in-office presence will be required to support team collaboration,training, engagement, and operational priorities. The frequency of in-office days will be communicated in advanceand adjusted as needed.

At TELUS, we understand that a big part of our success comes from the people we hire, which is why we honourour employees with an excellent compensation package, including benefits and a starting salary of $22.00 perhour, plus a performance-based annual bonus.You can also take advantage of our virtual courses and e-learning, including platforms like LinkedIn Learning,which offer significant value to training programs and career development that will help you gain the tools neededto help you shift your career into high gear in various exciting roles, including quality coaching, floor support, frontline management, training and Information Technology (IT) support. Also, to ensure your success in your newrole, you will be provided with 2-3 weeks of full-time paid training for which you must be available to attend.

Qualifications

You’re the missing piece of the puzzle with your:

• High School Diploma and/or equivalent
• Knowledge of Google Workspace
• Excellent communication skills and ability to understand the caller’s needs to respond appropriately withactions and/or words
• Ability to maintain composure, patience and professionalism in challenging situations
• Ability to adapt your communication style to de-escalate or defuse emotionally charged situations
• Demonstrated ability to remain open-minded and willing to change opinions based on new information
• Demonstrated personal accountability to your team and company by respecting the needs and expectationsset forth by the schedule
• Ability to maintain a high level of performance under the pressure of time constraints and a fast-paced,changing environment
• Talent to analyze unique situations, utilize problem-solving skills, and provide timely conflict resolution
• Good judgment, capacity to take initiative and make quick decisions
• Positive and energetic personality

Great-to-have:

• Experience in a monitoring station environment
• Experience in a call center environment

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Job Type: This is for a current vacancy

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.