TELUS is committed to making businesses and homes safer for their customers through technology and services. As a Monitoring Specialist I, you will monitor alarm events, respond appropriately, and communicate with customers and emergency teams to ensure safety and security.
Responsibilities
- Monitor all types of alarm events for customers
- Respond with the appropriate action
- Communicate with customers, security guards and/or emergency response teams to dispatch the appropriate assistance
- Offer clients value added services to make their lives and their business even safer
Skills
- Bilingual (French/English)
- High School Diploma and/or equivalent
- Knowledge of Google Workspace
- Excellent communication skills and ability to understand the caller's needs to respond appropriately with actions and/or words
- Maintain composure, patience and professionalism in challenging situations
- Ability to adapt your communication style to de-escalate or defuse emotionally charged situations
- Demonstrated ability to remain open-minded and willing to change opinions based on new information
- Demonstrated personal accountability to your team and company by respecting the needs and expectations set forth by the schedule
- Ability to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment
- Talent to analyze unique situations, utilize problem-solving skills, and provide timely conflict resolution
- Good judgment, capacity to take initiative and make quick decisions
- Positive and energetic personality
- Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope
- Experience in a monitoring station environment
- Experience in a call center environment
Benefits
- Performance-based annual bonus
- 2-3 weeks of full-time paid training
Company Overview
Second largest Canadian telecommunications company. Provides wireless phone service, high speed Internet, IPTV, home phone, long distance, It was founded in 1990, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 10001+ employees. Its website is http://www.telus.com.
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