Central Station Operator

Central Station Operator

Sebastian is a premier provider of communications and construction services in California. With more than 70 years of experience, Sebastian is passionate about providing people with a great place to work. Our high growth and dynamic model offers employees the opportunity for career advancement. As a family company, we value the expertise and experience of our team.

Job Description

The primary responsibility of this position is to dispatch monitored alarms (this includes troubleshooting for alarm customers). Will also be responsible for processing 411 calls and Operator calls, answering repair service calls pertaining to phone service, DSL, and alarm repair. This position also includes any other duties pertaining to the Central Station. The Operator/alarm dispatcher reports to the Central Station Lead. This position will be working night, swing, and weekend shifts. Shifts are 4pm-midnight and 12am-8am.

Job Duties

• Respond to alarm signals immediately with accuracy and professionalism.
• Assist customers with alarm-related inquiries and troubleshooting.
• Work with technicians and installers to verify that alarm signals are received correctly.
• Provide directory assistance for 411 calls.
• Field and log calls for trouble/phone repair (611).
• Assist customers who dial "Operator" for assistance.
• Sort and file work orders, customer updates, contracts, and emergency instructions in designated file cabinets.
• Perform general office duties such as filing, data verification, and organization of customer records.
• Capture and analyze market data from customer call-backs and surveys.
• Download, upload, and test alarm panels with customers or technicians.
• Provide after-hours support for DSL products, assisting customers with troubleshooting.
• Stuff and sort bills, envelopes, and customer inserts for mailing.
• Assist with various projects that require data entry and documentation.
• Run and review Network Outage Test Tool (NOTT) reports to ensure alarm systems are communicating regularly.
• Run and review Alarm Occurrence Reports to ensure compliance with standard operating procedures.
• Must be Alarm Company Employee (ACE) certifiable and comply with industry regulations.
• Maintain knowledge of company products, services, and procedures to assist customers efficiently.
• Participate in training sessions and team meetings to stay updated on policies and best practices.
• Perform other related duties as assigned by supervisors or management.
• Other duties and responsibilities may be assigned as necessary.

Job Requirements

• Must have high school education or equivalent
• Flexible schedule (weekends, holidays, varying shift schedules)
• Must have exceptional communication skills, Spanish preferred but not required)
• Must have good interpersonal skills with customer focus
• Ability to adapt to different personalities and resolve conflicts with unpleasant customers

Physical, Mental and Environmental Requirements

• All requirements may be modified to reasonably accommodate individuals with disabilities.
• Must be able to climb ladders, sit, bend, stoop, stand or walk for extended periods.
• Must be available to work overtime, varied shifts and assume on-call duties as required.
• Ability to work in temperature extremes ranging from +20o to +105o
• Ability to lift and/or pull up to 120 lbs.

Compliance

• If you need an accommodation as part of the employment process, please contact Human Resources.
• Sebastian is an Equal Opportunity Employer, including disabled and veterans.
• If you want to view the Pay Transparency Policy Statement, please click the link: English