Call Center OC Operator I (FT)

Kastle Systems International, LLC; West Falls Church (VA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision

401K

Tuition assistance

Wellness program

Job summary

Kastle Systems is hiring an OC Operator to respond to alarm activations, monitor video, assist clients with access control, and support special projects. This role requires professionalism and strong communication, with bilingual candidates encouraged.

Sunday-Thursday, 1:00pm-9:30pm, in-office at our West Falls Church, VA location. You will work closely with IT, Client Services, and Remote Video Monitoring to resolve client issues, process requests, and maintain security procedures.

Qualifications

• High school diploma; associate degree preferred.
• Prior customer service and/or security experience.
• NTX and Alarmist qualifications a plus.
• Multilingual a plus.
• Extensive on-the-job training provided.
• Neat, professional appearance.
• Able to work various shifts and holidays.
• Excellent customer service and phone demeanor.
• Strong written and oral communication skills.
• Basic troubleshooting and data analysis may be required.
• Clear, professional communication with customers and colleagues.
• Strong organizational and multi-tasking abilities.
• Work well under pressure.
• Good typing skills and terminal operation.
• Perform detailed work and data interpretation in a call center.

Responsibilities

• Work closely with IT, Client Services, Project Management, Service, & Remote Video Monitoring.
• Process all contacts accurately and efficiently via in-house systems and phones.
• Obtain and record all pertinent request information.
• Initiate data update requests when incorrect data is found.
• Process temporary “special admit” clearances for clients and guests.
• Process, disable and disregard building arm and related requests.
• Communicate with other departments to resolve client issues.
• Respond to all building emergency calls as per Kastle policies.
• Keep Operations Center areas and workstation clean and maintained.
• Assist with special projects and duties as assigned by supervisors.
• Interact with technical personnel as needed.
• Maintain positive attitude and professionalism at all times.

Skills

Customer service

Multilingual

Communication

Organizational skills

Typing

Education

High school diploma

Associate degree preferred

Tools

NTX qualification

Alarmist certification

Job description

Overview

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact.

Kastle Operations Center (OC) Operators are responsible for responding to alarm activations, placing outbound calls to clients to inform them of security related events; monitoring and analyzing video for security incidents, assisting clients with building and elevator access security, assisting with special projects and performing administrative functions as required. OC Operators will provide professional, accurate and efficient services to Kastle's clients. Bilingual candidates are highly encouraged to apply.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices!

Sunday-Thursday, 1:00pm-9:30pm, 100% in office.

Responsibilities

• Work closely with IT, Client Services, Project Management, Service, & Remote Video Monitoring.
• Process all contacts received through our in-house system, or any of the phones in the Operations Center, accurately and efficiently, while maintaining a professional decorum and following all designated procedures.
• Obtain and record all pertinent request information.
• Initiate data update requests whenever incorrect customer or system data is discovered.
• Process temporary “special admit” clearances for clients and their guests as requested and approved.
• Process, disable and disregard building arm, and Installation & Services/Field Service Representatives requests.
• Communicate and work with other departments to resolve client issues.
• Respond to all building emergency calls as mandated by Kastle policies and procedures. These emergencies include, but are not limited to, police dispatch requests for such items as suspicious person reports and threats on personal safety, elevator emergency calls and fire related calls.
• Keep all Operations Center areas, and the designated work station in particular, clean and properly maintained.
• Special projects and duties as assigned by the Shift Manager & Ass’t Shift Manager.
• Interacting with technical personnel, such as Installation and Service or Systems Support, as needed.
• Maintain positive attitude & display professionalism at all time.

Qualifications

• High school diploma. Advanced education/associate degree preferred.
• Prior customer service and/or security experience.
• NTX and Alarmist qualified a plus.
• Multilingual a plus.
• Extensive on the job training will be provided.
• Neat, professional appearance.
• Available to work various shifts and holidays as needed.
• Excellent customer service skills and phone demeanor.
• Excellent written and oral communication skills.
• Basic and routine troubleshooting capability – some data analysis may be required.
• Ability to interface and communicate with customers and co-workers in a clear and professional manner.
• Excellent organizational skills and multi-tasking capability.
• Ability to work well under pressure.
• Good typing skills and ability to operate a standard computer terminal and keyboard.
• Perform detailed work, interpret data, and apply knowledge and/or skills within a time-sensitive call center environment.

Company Overview

Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

Equal Opportunity Statement

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affimative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.