Call Center Operator
: Job Details :

Telephone Answering & Emergency Response Call Center OperatorTWR operates a 24/7/365 multi-function Call Center that provides Live Telephone Answering Service and Alarm Monitoring Service for Security Systems installed at Residential and Commercial clientele.Live Telephone Answering Service:Theprofessional Call Center staff is highly trained and certified to perform the required responsibilities of a Telephone Answering Service. As a telephone answering service operator, your duties include courteously greeting callers, determining the reason for their call, and answering questions or directing their requests to different departments as necessary. This service enhances the image and efficiency of businesses through the expertise provided by our professional staff. Using state-of-the-art computerized equipment, we customize each client's service, conveying the same personal attention to their callers that they would receive if they talked to someone who worked for their business. TWR integrates a total communications package that effectively answers telephone calls for a business when they are unavailable, including routine and emergency calls, following the instructions provided by our clients.TWR answers in-bound telephone calls for many businesses during peak times and after-hours when they are unable to answer calls themselves. This ensures that a Live Operator is answering all calls, eliminating the need for callers to leave a voicemail or message. Messages are transcribed and delivered to key personnel via Telephone Call, Text, Email, Fax, and Pages.Security Alarm Monitoring:TWR also provides and installs Security Alarm Systems for both Residential and Commercial clients. In the event of an alarm, a signal is sent to TWR's Central Alarm Station with specific details such as Burglary, Fire, Panic, and Medical alerts. TWR processes these signals quickly to protect our customers from unexpected incidents. Operators respond to these alarms using various communication tools to provide specific details to the Police, Sheriff, EMS, and other responders in their area.Essential Functions/ResponsibilitiesAnswer incoming telephone calls for various businesses, including doctor's offices, hospitals, and insurance companies.Greet customers warmly and follow their instructions.Transfer calls and relay verbal messages.Call the appropriate person requested by the caller.Page individuals and inform them of messages.Date stamp time of call and record in the computer system.Arrange conference calls and schedule or cancel appointments.Accept orders and proofread messages.Perform other clerical duties as necessary.Make periodic outbound telephone calls.Communicate with clients and monitor alarm signals.Document all responses for alarms using TWR's Monitoring Software.Data entry skills with strong attention to detail.Answer multiple telephone lines while documenting information.Coordinate after-hours responses to clients.Patch callers with clients using TWR's Telephone Answering Service Software.Generate messages for TWR Service Calls for clients requesting assistance.Assist clients with minor technical support issues.Required Skills/EducationStrong customer service skills and ability to work with distressed or upset clients.Strong organizational skills, ability to multi-task, and detail-oriented.Ability to maintain a collaborative work environment.Minimum of one year of customer service or Call Center experience.Ability to prioritize and complete tasks in a timely manner.Ability to work independently and as a team member.Flexibility to work weekends or other shifts.Critical Thinking skills to identify strengths and weaknesses of solutions.Active Listening skills to provide full attention to call details.Reliable transportation.Must be eighteen (18) years of age or older and authorized to work in the United States.High School Diploma.Ability to type 40+ wpm.Background Security Screening:Telephone service agents must undergo a pre-employment security screening, pass a skills aptitude assessment, and complete an industry-standard training program before being considered qualified. Each agent is re-screened and certified every two years as required by law by the FBI and the Maryland State Police. The Telephone Answering Service has an annual quality control check to ensure compliance with professional standards.Benefits IncludePaid TrainingHealth InsuranceLife Insurance401KVacationSick LeaveHoliday PayBirthday PaySalary InformationWage is determined based on experience level. Differential wages apply for Cat-Eye Work Shifts.Mail Resume to:TWR CommunicationsCall Center ManagementPO Box 299Cumberland, MD 21501-0299-OR-Fax Resume to: (301) ###-####EEOCAn Equal Opportunity Employer. TWR's hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition, or disability, as long as the essential functions of the job can be performed with or without reasonable accommodation.#J-18808-Ljbffr