Call Center Representative

Kastle Operations Center Operator

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!

Tuesday-Saturday, 9:00p-5:30am, 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

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.

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative 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.

The anticipated compensation range for this position is $19.50 - $21.50 per hour, depending on experience, skills, education, and other job-related factors. This range reflects base pay only and may not include bonus, commission, equity, or other incentive compensation, where applicable. Actual offers are determined individually based on the candidate's qualifications and internal equity considerations. Kastle Systems (and its affiliate, i2G) offers a competitive benefits package, which may include medical, dental, and vision coverage, 401(k), paid time off, and other benefits, depending on the position and location.