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Bilingual Central Monitoring Station Dispatcher

March 19 2018
Industries Security
Categories Information Technology, Customer Service, Call Centres, Help Desk, Networking, Customer service, Support - Assistance, Clerical/Administrative Support - Non Medical , Information Technology, Non-Medical Support
Toronto, ON

At AlarmForce, a Bell Canada Company, we combine the best in new technology with exceptional customer service to help homeowners and businesses avert life's everyday crisis.   Our drive for excellence has made us one of North America's leading security companies, protecting businesses, families and communities alike.  It's more than just a job to us – we are passionate about the well-being of our customers as if they were our own family.   Our customers entrust us with the protection of what matters most to them and we take that responsibility seriously.  They don't need to worry because we are always home.

The Bilingual Central Monitoring Station Dispatcher is the face of AlarmForce, acting as the first point of contact during alarm signals and is accountable from the moment a signal or call is answered, through to resolution.   Whether the signal is a test, false alarm or an emergency situation, the Central Monitoring Station Dispatcher is responsible for providing our customers with professional and timely alarm response service.


  • Respond to and follow up on alarm signals in a fast paced environment in English and French
  • Coordinate test signals with Installation Technicians
  • Maintain composure and provide crisis support in dealing with customers during urgent and high  pressure situations
  • Document all activity in SBN accurately
  • Place necessary outgoing calls to verify an alarm, dispatch the appropriate authorities and notify responsible parties
  • Update customer information that consists of, but is not limited to, key holder contact / authority / code word updates as well as verifying dispatch authorities for new accounts
  • Follow Central Monitoring Station Emergency response procedures and notifications as required
  • Transfer escalated customer issues that require more in-depth assistance to the appropriate internal party and follow-up to ensure issues were resolved
  • Perform to and meet all monthly performance metrics (dispatch time, talk time, amount of call answered, etc.)

Education / Experience Requirements:

  • Diploma in 911 Emergency Communications, preferred
  • Previous experience in a monitoring station environment, valuable
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)

Competency Requirements:

  • Bilingual (English/French)
  • Ability to work independently
  • Strong analytical thinking skills
  • Solid team player, willing to assist when required
  • Exceptional listening, communication, understanding, and responding skills
  • Aptitude to multi-task
  • Ability to build value added relationships
  • Strong customer orientation

Additional Requirements:

  • Available to work 12 hour shifts either overnight or during the day, Monday to Thursday or Friday to Sunday

If you are interested in joining our team, please send your resume to ****@**********.com

We would like to thank all applicants; however, only those candidates with the required skills will be contacted.
AlarmForce is committed to providing accommodations for candidates with disabilities throughout the recruitment and employment process.

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