Alarm Monitoring Center Associate, 3rd Shift (Job Number: 1499)

Johnson Controls Federal Systems•Aurora, CO

9d•$20 - $27•Onsite

About The Position

We are seeking an Alarm Monitoring Center Associate to join our federal team based at our Aurora, CO monitoring center location. At Johnson Controls, we support our nation’s most critical facilities, the people who occupy them, and the missions they enable. Johnson Controls Federal Systems (JCFS) is a specialized team serving as a trusted partner to the federal government. We help modernize U.S. military installations, Department of Defense and other federal agency facilities to be smarter, more resilient, efficient, sustainable, and secure.

Requirements

High School Diploma or GED
At least one year of customer service experience; preferably in a call center environment
Professional communication skills, both written and verbal
Intermediate computer knowledge including general Microsoft Windows environment and Microsoft Office suite (Word, Excel, Powerpoint, etc)
Able to multi-task in a fast-paced work environment
Comfortable handling potential emergency situations
Able to type a minimum of 25 words per minute
Strong organizational skills, ability to multi-task, and detail orientation
Successful completion of training module (minimum 80% accuracy)
The ability to obtain and maintain a Department of Defense Secret security clearance required. (This involves a background/character, criminal history, employment, and credit check.) Active Secret security clearance preferred.

Nice To Haves

Prior experience working with law enforcement, emergency dispatching, or a criminal justice background
Experience working with DoD Masterminds software

Responsibilities

Handle incoming alarm signal activities and take appropriate action per instruction, including video surveillance and monitoring of security equipment and fire alarm systems on-site at military facilities around the United States
Notifies appropriate authorities and customers if alarm signal is received
Makes outbound calls in order to dispatch Police and/or Fire Departments regarding alarm activities while following standard operating procedures
Responds quickly and precisely to incoming phone calls
Documents all alarm activity and subscriber phone calls via PC and activity reports
Operates all call center equipment and peripheral equipment
Interacts with external and internal customers via telephone, email and in person
Work with outside repair technicians, guards, etc. to ensure that signals are received properly and that circuits and signaling devices are restored to normal operation
Initiates necessary action when irregular signals are received or trouble develops
Resolves operational, customer service and/or employee issues
Adheres to standard operating procedures and special instructions
Promotes a positive customer service atmosphere.
Other duties as assigned