Monitoring Specialist I

Description

Join our team

Safety matters to our customers, so it matters to us! By using our technology and services, we are making businesses and homes safer and more convenient for our customers. We are bringing the power of technology to life and we’re always pioneering innovative equipment and services to keep our customers safe. We are passionate about ensuring we put our customers first and keeping thousands of residential and commercial customers safe and secure.

Do YOU share OUR real passion for:

• Advocating for our customers’ needs and creating a personalized experience?
• Genuinely displaying humanity in every customer interaction?
• Keeping your community safe and taking charge in emergencies?
  
  
  

Here’s the impact you’ll make and what we’ll accomplish together:

As a Monitoring Station Specialist with our team, you will monitor all types of alarm events for customers and respond with the appropriate action. Together, we will keep our customers safe by responding to various alarm signals such as burglary, fire, panic, or medical alarms. You will communicate with customers, security guards and/or emergency response teams to dispatch the appropriate assistance. You will play a critical and meaningful role in keeping our customers protected and secure. In addition, you will offer our customers value added services to make their lives and their business even safer.

What’s in it for you?

Our Monitoring Station operates 7 days a week and offers a variety of shifts to suit your lifestyle! We offer flexible work schedules such as 7 days on / 7 days off or 5 days on / 2 off or yet 4 days on / 3 off, with various start times, including daytime, evenings, overnights and weekends. Shift premiums are available for evening and weekend hours and our work schedules are consistent without rotation. As mentioned this is a full time role, but we guarantee a minimum of 35 hours shift per week with the possibility of overtime as per operational needs.

This position is primarily in-office. After a minimum of 6 months in the Monitoring Specialist I role, team members may be eligible to participate in the Work From Home (AHA) program, subject to performance, business needs, applicable regulatory requirements and internal approval. Participation in the program is not guaranteed. Regardless of the work arrangement, periodic in-office presence will be required to support team collaboration, training, engagement, and operational priorities. The frequency of in-office days will be communicated in advance and adjusted as needed.

At TELUS, we understand that a big part of our success comes from the people we hire, which is why we honour our employees with an excellent compensation package, including benefits and a starting salary of $22.00 per hour, plus a performance-based annual bonus. You can also take advantage of our virtual courses and e-learning, including platforms like LinkedIn Learning, which offer significant value to training programs and career development that will help you gain the tools needed to help you shift your career into high gear in various exciting roles, including quality coaching, floor support, frontline management, training and Information Technology (IT) support. Also, to ensure your success in your new role, you will be provided with 2-3 weeks of full-time paid training for which you must be available to attend.

Qualifications

You’re the missing piece of the puzzle with your:

• Bilingualism (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
• Ability to 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
  
  
  

Great-to-have:

• Experience in a monitoring station environment
• Experience in a call center environment
  
  
  

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.