Customer Care Operator

Kastle Systems New York , NY 10007

Posted 2 weeks ago


Mutual Central Alarm Services, a subsidiary of Kastle Systems, is looking for dynamic, team-oriented, individuals to join our team of Customer Care Operators (CCOs) in our 24x7x365 Operations Center. This entry level position can be a pathway to a future with Mutual.

Customer Care 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. CCOs will provide professional, accurate and efficient services to Mutual's clients. Reports to the Manager, Operations Center.

Working hours for this position are Saturday through Wednesday 12am to 8am (Off Thursday & Friday).


  • Work closely with IT, Client Services, Project Management, Service, & Remote Video Monitoring

  • Process all contacts received through our in-house system, or any of the phones in the OperationsCenter, accurately and efficiently, while maintaining a professional decorum and following all designated procedures.

  • Obtain and record all pertinent request information.

  • Initiate data update requests whenever incorrect customer or system data is discovered.

  • 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.

  • Communicate and work with other departments to resolve client issues.

  • Respond to all building emergency calls as mandated by Mutual's 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.

  • Keep all OperationsCenter areas, and the designated work station in particular, clean and properly maintained.

  • Special projects and duties as assigned by the Manager, Operations Center.

  • Interacting with technical personnel, such as Installation and Service or Systems Support, as needed.

  • Maintain positive attitude & display professionalism at all time.


  • All other duties as reasonably assigned



  • High school diploma. Advanced education/associate degree preferred.

  • Prior customer service and/or security experience

  • NTX and Alarmist qualified a plus.

  • Multilingual a plus.

  • Extensive on the job training will be provided.


  • Neat, professional appearance.

  • Available to work various shifts and holidays as needed.

  • Excellent customer service skills and phone demeanor.

  • Excellent written and oral communication skills.

  • Basic and routine troubleshooting capability some data analysis may be required

  • Ability to interface and communicate with customers and co-workers in a clear and professional manner.

  • Excellent organizational skills and multi-tasking capability.

  • Ability to work well under pressure.

  • Good typing skills and ability to operate a standard computer terminal and keyboard.

  • Perform detailed work, interpret data, and apply knowledge and/or skills within a time-sensitive call center environment

  • Possesses a valid driver's license, satisfactory driving record, and a car.

  • Must pass the Drug Test and must pass the Background Check.

  • Must pass pre-employment tests if applicable.

Physical & Mental Requirements

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job.

While performing the duties of this role, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and manipulate keys on a keyboard. The employee is often required to stand, walk, reach with arms and hands and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision, and the ability to adjust focus. The employee must be physically and mentally capable of functioning effectively with moderate to high levels of stress in a demanding and dynamic environment.

Work Environment

The following work environment characteristics are representative of the environment the employee will encounter while performing the duties of his/her job;

While performing the duties of this position, employees are regularly required to sit for extended periods of time, occasionally walk and stand; talk and hear in person and by telephone; use hands repetitively to operate a telephone system, computer keyboard and mouse; reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus. Color vision is not required.

Reasonable accommodation may be made to enable people with disabilities to perform the essential functions of the job.

  • All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, age, disability, or protected veteran status or any other characteristic protected by federal or applicable state laws. Kastle Systems takes affirmative action in support of its policy and to advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.


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Customer Care Operator

Kastle Systems