Station Operator; Customer Service Representative

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we'd like to join our team as a Central Station Operator.

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Warrendale, PA

As a Central Station Operator, you will respond to incoming alarm events that involve life safety, property and environmental signals, and phone calls as directed by account instruction and/or Company SOG. Provide exceptional customer service experience and ensure accurate and efficient response and documentation.

• Handle Customer Accounts as Central Station Operator to Include:
  • Receiving alarm calls dealing with life safety, property, and environment. Answer incoming calls in a timely manner.
  • Document actions in operating software.
  • Request response from public safety agencies.
  • Complete outbound calls to account contact list.
• Complete Shift Duties as Assigned by CS Supervisor/Assistant Supervisor.

• Knowledge – High School Diploma or Equivalent:
  • Entry level position, no experience required, customer service experience - Preferred.
• Communication
  
  Skills:
  • Able to read and interpret documents, procedure manuals, operating and maintenance instructions, and safety rules.
  • Able to accurately understand, spell, and type words and numbers.
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Mathematics
  
  Skills:
  • Able to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Reasoning Ability:
  • Able to apply common sense understanding to carry out instructions furnished in written, oral, diagram, map, resolution code, or schedule form.
  • Able to deal with problems involving several concrete variables in standardized situations.
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Customer Service Skills/Abilities:
  • Active and empathetic listening skills when dealing with others in all situations, including the ability to produce a calming effect on others and elicit the necessary information during a stressful situation.
• Keyboarding/Typing
  
  Skills:
  • Able to efficiently and accurately input account data.
• Organization
  
  Skills:
  • Able to manage multiple tasks with great attention to detail.
  • Able to meet all customer deadlines (both internal and external).
• Licenses/Certifications:
  • Able to obtain and maintain state licenses as needed to access customer accounts.
• Remote Workplace:
  • Able to work from home (Vector-provided equipment) without distraction.

• Competitive compensation
• Medical, dental, and vision coverage
• HSA/FSA programs
• Company paid life and AD&D insurance
• Company paid short- and long-term disability
• Voluntary benefit products
• 401 (k) retirement savings plan after just 60 days
• 7 Company Holidays, plus 2 Floating holidays of your choice
• Paid Time Off
• Tuition reimbursement
• Employee Assistance Program (EAP)

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network…