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Call Center Alarm Agents job in Toronto

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Job Ref:  1617558
Employer:  Tyco
Country:  Canada
County/State:  Ontario
City:  Toronto
11/10/2016 22:11

Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 117,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms

Call Center Alarm Agents

About the role:

Position Summary:

The position exists to monitor and respond to all incoming alarm signal activities and telephone calls for select customers, dispatching proper authorities and contacting responsible parties according to standard operating procedures. The Customer Monitoring Center operates 24 hours a day, 365 days a year. This position works 8 or 10 hour shifts and is unionized. Employees must be available to work overnights, early mornings, evenings, weekends and holidays.

Duties and Responsibilities:
  • Monitor system for alarm signals and respond to alarms using the information provided in instruction screens
  • Monitor alarm and remote access systems, telephones, CCTV camera systems
  • Place necessary outgoing calls to verify an alarm, dispatch the appropriate authorities and notify responsible parties
  • Properly document all alarm handling procedures within the alarm screens
  • Must be able to adhere to standard operating procedures and special instructions
  • Receive and process incoming calls from customers regarding security systems/irregular activity/alarms
  • Respond to incoming emergency calls for elevators, crisis lines and incident management lines
  • Document incident reports according to customer and department requirements
  • Interact with external and internal customers and other agents
  • Contribute to the development and growth of a service culture
  • Strive to improve something in area of responsibility every day
  • Support and participate in continuous improvement processes

Rewards and benefits

We’ll expect a lot from you, but we’ll also make sure we recognize and reward your contribution. And we’ll always do everything we can to help you achieve a healthy work-life balance. Wherever you join us, you’ll find we have a range of benefits and rewards designed to help you be at your best both in work and out of it.


Who we’re looking for

  • High School Diploma or GED required


  • Call center or customer service experience preferred.
  • Previous security or dispatch experience would be considered an asset.

  • Professional communication skills, both verbal and written
  • Intermediate knowledge of computer applications including Microsoft Windows
  • Ability to work efficiently under pressure
  • Ability to type at a minimum of 45 words per minute
  • Strong organizational skills, ability to multi-task, and detail orientation

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