Alarm Dispatcher​/Call Center Specialist

Description

WH International Response Center (WHIRC), a subsidiary of Wright-Hennepin Electric Cooperative, is a 24/7 alarm monitoring center serving security dealers in more than 40 states and Canada. WHIRC plays a critical role in helping protect homes, businesses, and communities around the clock.

The Dispatch/Call Center Specialist is responsible for quickly and accurately answering customer calls in a fast-paced high-volume call center environment. This position acts as the initial service call contact for customers with service problems and ensures the means for resolution of the problem. Other duties include maintaining alarm activity and performing data entry of new account information and database changes.

Available Shift Schedules:

The Dispatch/Call Center Specialist works a 10-hour rotating shift.

4:00am - 2:00pm

8:00am - 6:00pm

The successful candidate must be able to work the shift schedule, including weekends and holidays, and be open to helping with shift coverage to accomplish daily requirements and activity as needed. The team atmosphere is engaging and supports additional training and career development.

$20 per hour plus shift differential for evening/overnight hours and annual bonus potential.

Wright-Hennepin offers a comprehensive benefits package designed to support employees’ health, financial well-being, and work-life balance, including:

• Medical, dental, and vision insurance
• HSA with employer contribution + FSA options
• 401(k) retirement plan
• Life and disability insurance
• Paid time off and holidays
• Employee Assistance Program (EAP) and wellness resources

The position is located onsite at our company headquarters in Rockford, Minn. Rockford is located 15 miles west of Plymouth on Hwy 55.

• Answer incoming telephone and alarm traffic in a timely and professional manner. Provide quick, accurate, courteous and professional service, abiding by the customer service standards, policies and procedures. Provide the customer with the best possible service and a positive experience.
• Obtain account information from technicians and customers and enter information accurately and in a timely manner to the automation system.
• Perform system checks on equipment, recognize and correct minor equipment problems, and accurately report concerns and problems with equipment and customers.
• Train and participate in monthly training, emergency generator and back-up power testing, complete Central Station Alarm Association training and certification.

The Call Center Rep works primarily in a climate-controlled office environment. Must have the ability to perform finger and hand manipulation and perform repetitive motions in order to use office equipment. Ability to exert up to 10 lbs. of force when moving items such as computer printouts, notebook ledgers, office equipment, etc. The ability to make verbal and written presentations relating to the business.

• High school education or equivalent
• 1+ year of customer service experience, preferably in a high call volume environment
• Successful completion of WHIRC dispatcher training and probation
• Must obtain and maintain all initial and ongoing licensures by meeting all state and federal requirements
• Must adhere to WH’s core values of Teamwork, Dependability, Performance, Integrity, Safety and Member/Customer Focused.

Wright-Hennepin employees are expected to demonstrate strong personal accountability and contribute to a positive, collaborative work environment by embodying the following:

• Integrity – Builds trust, honors commitments, and supports the organization’s mission, vision, and values
• Safety – Prioritizes safe work practices and protects employee and member well-being
• Member/Customer Focus – Delivers responsive, respectful, and effective service
• Teamwork – Collaborates effectively and supports team and organizational goals
• Dependability – Takes ownership, meets expectations, and maintains reliability
• Performance – Produces high-quality work, continuously develops skills, and proactively solves problems