Operations Center (Call Center) Team Lead at Kastle Systems in Falls Church, Virginia

Job Description:

Kastle Systems


Operations Center (Call Center) Team Lead

US-VA-Falls Church

Job ID: 2024-4060
Type: Regular
# of Openings: 1
Category: Client Services/Support
Kastle - Falls Church

Overview

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact.

Kastle Operations Center (OC) Operators are responsible for responding to alarm activations, placing outbound calls to clients to inform them of security related events; monitoring and analyzing video for security incidents, assisting clients with building and elevator access security, assisting with special projects and performing administrative functions as required. OC Operators will provide professional, accurate and efficient services to Kastle's clients. Bilingual candidates are highly encouraged to apply.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices!

Schedule: Thursday - Monday, 5:00am - 1:30pm.

Responsibilities

• Frequently perform duties as an Operations Center Operator including processing all contacts received over the phone in the Operations Center, accurately and efficiently, while maintaining a professional decorum and following all designated procedures.
• Process temporary “special admit” clearances for clients and their guests as requested and approved.
• Process, disable and disregard, building arm, and Installation &Services/Field Service Representatives requests.
• Respond to all building emergency calls as mandated by Kastle policies and procedures. These emergencies include, but are not limited to, police dispatch requests for such items as suspicious person reports and threats on personal safety, elevator emergency calls and fire related calls.
• Lead and provide oversight of the Operators who staff the Operations Center.
• Take escalated calls or address issues with customers and research causes and solutions to meet customer expectations.
• Dispatch high priority service request to field technicians.
• Ensure the Operators are fully trained, skilled and proficient in all technologies required to execute their role.
• Coordinate calls for emergency services and assist with providing information and direction to responding units.
• Manage multiple monitoring platforms within the Operations Center.
• Deliver training and crew briefs to existing employees.
• Communicate with other departments and management to resolve problems and expedite work.
• Write straightforward explanations and customer correspondence within company guidelines.
• Research and obtain data and information from automated and manual resources and networked databases in direct support of video operations.
• Review, assist and prioritize requests for information and assistance while following appropriate procedures and protocols to initiate information collection and dissemination in an efficient manner.
• Hold members accountable for meeting and exceeding performance expectations and quality standards.
• Keep leadership informed of critical events that could impact Kastle Operations.

Qualifications

• High school diploma
• One-year Command Center/Call Center experience preferred
• Exhibits professional demeanor, patience, teamwork, motivation and a great attitude
• Strong attention to detail; exceptional verbal and written communication skills
• Demonstrate flexibility by working varying shifts and responding to unanticipated events
• Able to work well under pressure and be able to multi-task
• Demonstrated ability to manage staff on various workflows

PI243225567

Salary:

$33,966.00

Apply Now