Central Station Dispatcher

Central Station Dispatcher - Day Shift

Company Overview

Since 1952, All-Guard Alarm Systems, Inc. has been dedicated to providing peace of mind to business and residences throughout the Bay Area. From Fortune 500 companies to the average family home, we have the same proven dedication to customer service that has served our customers for over 70 years. We are one of the largest independent electronic security and fire protection companies in California, and will continue to protect businesses and families for generations to come.

Offering only the best and latest technology available in the industry, All-Guard deploys video surveillance and video surveillance monitoring, electronic access control, full-facility intrusion and fire alarm monitoring to provide businesses and consumers with a best-in-class comprehensive security solution. This is supported by dedicated technicians and installers who are trained, certified, licensed and committed to providing the highest levels of quality and service. In addition, All-Guard operates an internal UL-certified monitoring division providing 24/7/365 monitoring excellence.

Compensation & Benefits

• Competitive pay, DOE
• Opportunity to advance
• Full benefits after 60 days (medical, dental, life, and AD&D)
• Paid vacation, sick leave, and holidays
• 401k with company matching
• Elective benefits available at employee's expense (AFLAC)

Position Overview

The Central Station Dispatcher is the initial contact for dispatching emergency and non-emergency resources (public safety, alarm company personnel, responsible parties) and is responsible for managing the flow of incident related information to and from said resources.

Key Duties & Responsibilities

• Receive information from multiple sources requiring dispatch of emergency and/or non-emergency resources.
• Exhibit the knowledge to competently process alarm conditions as received, processing highest priority alarms first. Alarms will be processed consistently in accordance with departmental policy as outlined in GCS Training Guide and/or written memos or procedures.
• Enter, update, and monitor the status of incidents via DICE, Immix by SureView or Frontel.
• Properly, politely, and diplomatically communicate necessary information to subscribers, emergency agencies, responsible persons, and the alarm companies using GCS approved customer service skills and phraseology or script.
• Receive and interpret verbal and written instructions to create new accounts.
• Receive temporary information changes from subscribers and Alarm Companies. Enter received data into the account file or forward information to data entry personnel for input.
• Learn and understand all operations of DICE alarm monitoring software in accordance with granted level of access. - Completing alarm events; manual alarm generation, creating, printing and completing service tickets, viewing reports of history.
• Searching for accounts; placing accounts on test, writing account notes, entering O/C temporary schedules, viewing accounts and dealer accounts, exiting DICE.
• Edit/Update Accounts: change account numbers, print/fax/email reports, dictate, compose, and complete edit requests.
• Maintain filing or scanning of account paperwork. Working in conjunction with appropriate guidelines and procedures for filing and/or scanning.
• Properly use phone equipment, including Listen/Talk back functions, transferring phone calls to appropriate personnel whether they are in house or in the field, send phone call to voicemail, conference two phone calls together when necessary, and following all written guidelines and procedures in regards to proper phone call etiquette.
• Understands basic functions of alarm equipment as outlined in GCS Training Guide. Assists subscribers with basic technical questions/needs utilizing DICE and or Tech Help as well as performing successful downloading of panels upon request.
• Exhibits professional behavior with all interactions, internal and external. Presents All-Guard/Grand Central Station in a positive light at all times.
• Maintains open communication with management including training needs, morale and other basic employee issues.
• Meets all deadlines as assigned.

Minimum Qualifications

• Ability to function as an effective team member
• Strong customer service orientation
• Knowledge and ability to utilize 24 hour (military) time format
• Ability to work day, swing, graveyard, and rotating shifts, holiday and weekends
• Ability to read and follow written instructions
• Ability to follow verbal instructions
• Ability to communicate clearly and concisely both verbally and in writing
• Ability to meet deadlines
• Ability to solve practical problems and carry out responsibility with minimum direction
• Ability to prioritize multi task responsibilities
• Computer Literacy
• Ability to obtain Alarm Company Employee (ACE) license from the State of California.

All-Guard Alarm Systems, Inc, is an equal opportunity employer and does not discriminate based on an applicants age, sex, gender, gender identity, race, ethnicity, religion, sexual orientation, or any other class protected by state or federal law.

Must be able to pass a pre-employment physical, drug screen, and investigative background check.