Monitoring Specialist I

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