Job Description

We are looking for French and English speaking agents within the Agency and Monitoring Center Support team who will help us shape the future of security services!

Do you share the great passion that drives us to:

• Advocate for customer needs and provide a personalized experience?
• Demonstrate humanity in every interaction with customers?
• Be exceptional communicators who listen, act honestly and express things clearly?
• Get things done by leveraging everyone's unique talents?
• Continually adapt to meet changing customer needs?

If you...

• Place importance on customer service and are committed to creating exceptional experiences
• Are you an independent person able to work in a team environment?
• Desire to continuously learn and improve
• Are able to work with concentration and have an eye for detail?
• Are able to multi-task and set priorities?

We want to hear from you!

Responsibilities

• Monitor and promote the quality of patrol and security guard services to ensure service levels are met
• Analyze claims and complaints, communicate results to clients and make relevant recommendations
• Challenge the fines in the event of a false alarm with the various agencies (police, fire, patrol and security guard services, paramedic services) and appeal them within the time limits provided for by the regulations
• Serve as an intermediary in the handling of questions by representing clients with the various agencies
• Contribute to the rapid resolution of complaints from surveillance centers that have been brought to hierarchical appeal
• Validate agency invoices and make necessary adjustments
• Perform quality control of all analyzed files, communicate and recommend measures to reduce false alarms and seize opportunities to reduce incidents
• Correct errors in client files and conduct the various types of research required
• Obtain and study the regulations of the various municipalities concerning the use of a security system (permits, penalties related to false alarms) and process municipal permit files when necessary
• Manage agency files by recording, coding and updating their rate information
• Inform customers and other departments of regulatory changes
• Provide support to Regional Authorized Agents regarding follow up service inquiries
• Provide support to clients of outsourced monitoring services, updating data in files, consolidating information and validating invoices
• Perform other duties specific to the position or requested by the immediate supervisor

Qualifications

• High school diploma or equivalent
• Bilingual (French/English)
• Excellent communication skills in French and English (written and oral)
• Interpersonal skills and professionalism in telephone exchanges
• Recognized skills in analysis, negotiation and resolution of situations during a call
• Excellent sense of responsibility and very good judgment
• Computer literate, excellent data entry skills with a keyboard and internet browsing
• Commitment to punctuality and respect of working hours
• Working knowledge of police department procedures and dissent methods (different organizations) an asset

Intermediate 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.