Chapter 1 – General Duties and Responsibilities

Central Station Dispatcher monitor signals from customer’s alarm systems and responds to signals by providing accurate information to the proper authorities. Maintains customer privacy and confidentiality. Conducts day-to-day interactions with customers and coworkers in a manner that reflects credit upon themselves and others.

ESSENTIAL RESPONSIBILITIES

  • Monitors and responds appropriately to a variety of alarm signals. All responses must be timely and accurate, who pays particular attention given to general procedures and special operations procedures.
  • Communicates effectively with internal and external customers. Follows all departmental and company policies and procedures. Completes required equipment checks and daily or weekend logs.
  • Answers multiple telephone lines. Responds to each caller in a professional and helpful manner while gathering information, troubleshooting, transferring calls, or putting callers into voice mail.
  • Provides technical support as needed. Follows procedures for service and inspection requests. Communicates and analyzes customer inquiries and determines a correct course of action. Follow-ups to assure customer expectations are met.
  • Maintains building security and monitors the security office command center (SOCC) operations follows company procedures and policies to provide a safe and productive environment.
  • Completes assigned duties as requested. Assists other departments and coworkers with special projects to support a teamwork atmosphere for the benefit of the customers and their company.
  • Participates in job related training programs and meetings to continually refresh and update

Skills Knowledge:

  • Professional and articulate verbal communication skills
  • Excellent customer service skills
  • Proficient and accurate computer skills
  • Strong attention to detail and ability to follow specific procedures and instructions
  • Ability to make independent decisions
  • Organizational skills

 Physical Demands:

  • A majority of time is spent sitting
  • Some standing and walking may be necessary but are not essential to performing the job responsibilities
  • Audio, visual (including color recognition), and verbal functions are vital aspects to performing this position
  • Simultaneous movement of hands, wrists, and fingers is an important element to this position
  • Repetitive movement of hands, wrists, and fingers is necessary occasionally
  • Lifting, carrying, pushing, and pulling objects is sometimes necessary (weights rarely exceed ten pounds)

Working Conditions:

  • The workday is spent in a comfortable office environment
  • There is some exposure to noise
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