Monitoring Specialist I

About the Role

Join our team at TELUS, where safety is a top priority both for our customers and us. We utilize innovative technology and services to make homes and businesses safer and more secure. Our commitment is to put the customer first while fostering an environment that emphasizes safety and convenience.

As a Monitoring Specialist, you will be responsible for overseeing various alarm signals, including burglary, fire, panic, and medical emergencies. Your role involves interacting with customers, security personnel, and emergency responders to ensure the correct response is dispatched swiftly. By doing so, you will help protect our customers and contribute to their safety and peace of mind.

Key Responsibilities

• Monitor and respond to alarm events efficiently and accurately.
• Coordinate communication between customers, security teams, and emergency services.
• Deliver value-added services that enhance safety for our clients.
• Maintain professionalism and composure during all interactions, especially under pressure.

Work Schedule and Environment

This full-time position is based primarily onsite with various flexible shifts designed to accommodate your lifestyle, such as 7 days on/7 days off, 5 days on/2 off, or 4 days on/3 off, covering day, evening, overnight, and weekend hours. Evening and weekend shifts offer premium pay. You will be guaranteed a minimum of 35 working hours per week, with potential overtime depending on operational needs. After six months in the role, there may be an opportunity to join a work-from-home program, subject to performance and business requirements.

Periodic in-office attendance will be required for collaboration, training, and team engagement, with schedules communicated in advance.

Compensation and Training

The position offers an hourly wage starting at $18.50 plus a performance-based annual bonus. New hires receive 2 to 3 weeks of comprehensive paid training to equip them for success. TELUS also offers virtual learning resources and career development opportunities to advance into roles such as quality coaching, floor support, management, training, or IT support.

Candidate Qualifications

• Bilingual proficiency in French and English is required.
• High School Diploma or equivalent educational background.
• Familiarity with Google Workspace applications.
• Strong communication skills, with the ability to understand and respond precisely to callers' needs.
• Ability to maintain calmness, patience, and professionalism under pressure.
• Skill in adapting communication to de-escalate emotionally charged situations.
• Openness to new information and willingness to adjust opinions accordingly.
• Dependability in meeting schedule commitments and maintaining accountability.
• Capability to perform well in fast-paced, time-sensitive environments.
• Analytical thinking and problem-solving to manage unique situations and resolve conflicts effectively.
• Good judgment with initiative and the ability to make quick decisions.
• Energetic and positive attitude.

Preferred Experience

• Background in monitoring station operations.
• Experience in a call center setting.