Job summary
Corporate Call Center OperatorLocation: Grand Rapids, MIIn-person position
Job seniority: mid-to-senior level
Responsibilities
• Must provide above excellent customer service when dealing with Clients, Customers, Co-Workers, etc.• Provide information and assistance to calling parties concerning emergency, security and general assistance needs.• Follow procedures in dispatching personnel for emergency and non-emergency response.• Accurately and quickly utilize computer-aided software for complaint documentation and processing of anonymous tip line calls.• Serve as an information resource to DK employees and clients. Locate requested information through additional sources as needed.• Process and report background screen requests.• Process payroll companywide.• Monitor an anonymous Whistleblower hotline and provide thorough reports for clients.• Monitor CCTV system using recording devices.• Monitor, operate, test and data entry responsibility for a variety of computerized and electronic equipment used in access control, fire and security systems.• Prepare reports, activity logs, and files.• Assist in the maintenance and distribution of reports, records, and files.• Assists security and event staff in scheduling/payroll processing, filling missed shifts, etc.• Must follow site-specific post guidelines.• Document daily activities and incident reports.• Other duties as assigned.
Requirements
• Must be at least 18 years old or older.• Must be of good moral character, with no felony convictions or misdemeanor convictions for criminal sexual conduct or related offenses, theft, assault, or crimes of moral turpitude.• Must have impeccable grooming.• Must possess above average customer service skills.• Must have a high school diploma or GED as well as some college experience.• Associate's degree (or higher) in Criminal Justice, business administration, or other related fields is preferred.• Must present a friendly, positive, professional image to Clients, employees, supervisors, managers, and the general public.• Must have excellent attention to detail and accuracy.• Thorough knowledge of emergency procedures; ability to manage emergency situations while handling normal control center functions.• Ability to multi-task multiple job duties while maintaining confidentiality.• Ability to prioritize decisions based upon multiple criteria and identifiable standards of policies and procedures.• Ability to effectively interact with professional personnel at all levels within the corporation, outside agencies, and general public.• Must possess excellent verbal, written, and interpersonal communications skills and the ability to solve problems and de-escalate situations in a non-confrontational manner.• Must possess the ability to perform basic mathematical calculations, such as addition, subtraction, multiplication, and division as a minimum.• Must possess excellent computer skills; specifically in Microsoft Word, Excel, and Microsoft Outlook.• Must have a flexible schedule and reliable transportation.• Ability to work independently with little or no supervision.
Benefits
• Medical, dental, vision, life, group accident, identity theft protection, and paid medical leave (eligibility rules do apply)
