Customer Service Rep II

Control Room Operator

The ideal candidate is calm under pressure, communicates clearly, demonstrates strong attention to detail, and can effectively manage multiple calls and control room activities simultaneously.

Key Responsibilities

• Monitor incoming calls, alarms, cameras, and other control room communications.
• Answer and respond to incoming calls promptly and professionally.
• Obtain accurate information from callers and determine the appropriate response or escalation.
• Dispatch personnel, security officers, maintenance teams, emergency responders, or other resources when required.
• Monitor and respond to alarms, incidents, emergencies, and operational alerts according to established procedures.
• Maintain continuous control room personnel and management.
• Accurately record calls, incidents, alarms, actions taken, and outcomes in the appropriate systems and logs.
• Escalate critical or emergency situations to supervisors and appropriate authorities when necessary.
• Follow established emergency response, safety, security, and communication procedures.
• Provide clear and concise information to callers while maintaining professionalism and confidentiality.
• Prepare shift reports and ensure accurate handover of outstanding incidents or activities.
• Maintain confidentiality of sensitive company, customer, employee, and security information.
• Work effectively during high-volume periods and remain composed during stressful or emergency situations.
• Perform other control room and call center duties as assigned.

Required Qualifications

• High school diploma or equivalent required.
• Previous experience in a call center, control room, security operations center, dispatch center, customer service, or similar environment preferred.
• Strong verbal and written communication skills.
• Ability to operate computers, telephones, radios, monitoring systems, and other communication equipment.
• Strong attention to detail and accurate data-entry skills.
• Ability to multitask and prioritize competing demands.
• Ability to remain calm and make sound decisions during emergencies or high-pressure situations.
• Ability to follow written procedures, policies, and escalation protocols.
• Professional demeanor and strong customer-service skills.
• Ability to maintain confidentiality and exercise good judgment.

Preferred Qualifications

• Alarm monitoring, access-control, dispatch, or incident-management systems.
• Experience using two-way radios or other professional communication systems.
• Previous emergency dispatch or security operations experience.
• Basic knowledge of incident reporting and emergency response procedures.
• CPR/First Aid, security, dispatch, or other relevant certifications are a plus.

Schedule

• Ability to work rotating shifts, including days, nights, weekends, and holidays as required.
• Must be dependable and able to report to work on time for scheduled shifts.
• Overtime may be required during emergencies or periods of increased operational demand.

Key Skills

• Excellent communication
• Active listening
• Situational awareness
• Critical thinking and decision-making
• Multitasking
• Attention to detail
• Stress management
• Customer service
• Incident documentation
• Computer proficiency
• Teamwork and coordination
• Professionalism and confidentiality

Physical & Work Environment

This position is primarily performed in a control room/call center environment. The operator may be required to remain seated for extended periods, continuously monitor screens and communication systems, use computers and telephones, and respond quickly to changing situations.

Performance Expectations

The successful candidate will demonstrate:

• Prompt and professional call handling
• Accurate and complete incident documentation
• Timely escalation of emergencies and critical events
• Effective communication with field personnel and management
• Consistent adherence to company policies and procedures
• Reliable attendance and punctuality
• Professional handling of confidential information
• The ability to maintain composure and accuracy during high-pressure situations