SUMMARY OF POSITION
The Customer Information team is responsible for access surveillance, monitoring the movement of patrons throughout the facilities ensuring no unwanted activity occurrences, and identifying site vulnerabilities through remote monitoring of close-circuit television (CCTV). Responsibilities also include ensuring the cleanliness of the sites through visual verification on camera and dispatching cleaning services when receiving notification from field staff. The Customer Information positions will be communicating and dispatching field staff to respond to routine operational queries and emergencies, and completing all required documentation using the control centre reporting model.
The positions will be based out of Chinatown Mall Plaza – 180 Keefer Street Suite 2nd Floor Suite 200 or at the CF Pacific Centre location in the Customer Information office on P1. Both locations will be staffed 24/7.
Various shifts available on a PT/Casual basis:
Daytime / Evening / Overnight
DUTIES & RESPONSIBILITIES
· Perform daily control centre tasks with high integrity and efficiency
· Proactively monitor facilities through close-circuit television (CCTV) or other surveillance system and report any unusual activity to Security
· Proactively communicate to trespassers through voice down camera systems to cease illicit conduct and vacate the property.
· Identify vulnerabilities and security risk using close-circuit television (CCTV) and respond in accordance with established procedures
· Triage incoming calls, dispatch and communicate with security units in the field as appropriate
· Triage incoming calls, dispatch and communicate with janitorial units in the field as appropriate
· Answer incoming calls and respond to customers in accordance with established procedures
· Respond promptly to radio checks and keep accurate records of all communication
· Monitor, Dispatch, and report security/life safety alarm activations (e.g. security intrusion, panic alarm, fire alarm, and any equipment alarms) to Security immediately
· Monitor, Dispatch, and report janitorial and cleaning issues as reported by field staff or customers.
· Inform the shift operations supervisor of any missing, damaged, or inoperative equipment or communications, alarm, CCTV, or other systems
· Dispatch field personnel respond to all emergencies; medical, fire, hazardous materials, natural disasters, and accidents
· Required to utilize rapid and effective judgement in responding to unusual or emergency situations.
· Maintain situational awareness of natural and man-made events that may compromise the safety and security of personnel, business operations, and infrastructure for client locations
· Manage the main switchboard, answer all the calls and direct them to the right department promptly and courteously
· Document all call information according to standard operating procedures
· Dispatch emergencies to external agencies (Police, Fire, Ambulance) as required and follow-up established internal call-out procedures of notifying internal stakeholders
· Recognize, document, and alert management team of trends in customer calls
· Follow up customers calls where necessary
· Complete call logs and reports efficiently and accurately
· Determine the nature and location of emergencies; prioritize emergency dispatch units as needed and in accordance with established procedures
· Prepare incident after-action summary reports and send out to key stakeholders in accordance with established procedures
· Other duties as required
QUALIFICATIONS AND SKILLS
· Some experience using relevant technology and security equipment (e.g. CCTV, Computers, 2-way radio and security software) considered an asset but not required
· Ability to operate standard office equipment (phone, fax, photocopier, printer etc.)
· Excellent organizational and multitasking abilities
· Proficient working knowledge of Microsoft Office suite and Windows OS (using programs such as Microsoft work, Microsoft Outlook for emails)
· Excellent instructional, customer service, written, listening, and verbal communications skills
· Strong data entry and typing skills
· Self-motivated, curious, and knowledgeable pertaining to news and current events.
· Ability to identify critical issues quickly and accurately
· A dependable team player with business maturity, enthusiasm and a positive attitude
· Ability to assess and evaluate situations effectively
· Basic Security Training & BC Security License is an asset
EDUCATION & EXPERIENCE
· High school diploma or equivalent required
· Must be of legal age to work and legally able to work in Canada
· Work experience in an operations centre or dispatch capacity is considered an asset but not required
· Must possess the ability to think through problems for logical solutions, and remain calm and professional under stress.
· Must possess the ability to speak clearly, give direction, and provide guidance to field operations staff during emergencies
· Must possess familiarity and understanding of access control systems, video surveillance, and parking equipment
· Must possess solid ability to prioritize using good judgement in evaluating the relative urgency of various issues in terms of time and sensitivity, impact, complexity, importance etc
WORKING CONDITIONS
· As this is a Part-time/Casual position, there are no guarantee of hours per week, and the candidate's availability to work will dictate the number of hours/shifts available to the candidate.
· Candidates will be subject to a professional reference and criminal record check
· Must be able to meet the physical demands of the position; sitting for long period of time, occasional reaching with hands and arms, constantly monitoring the close circuit television (CCTV)
· Must wear a company branded uniform while on duty
· Working within a Collective Agreement
· Must adhere to and follow all safe work practices in accordance with Work Safe BC and company policies
Job Types: Part-time, Casual
Pay: From $19.66 per hour
Expected hours: 8 – 16 per week
Benefits:

• Company events
• Employee assistance program
• Flexible schedule
• On-site parking

Schedule:

• Day shift
• Evening shift
• Night shift

Education:

• Secondary School (required)

Experience:

• Customer service: 2 years (required)
• Call center: 1 year (required)
• Surveillance: 1 year (required)
• CCTV: 1 year (required)

Licence/Certification:

• BC Driving Licence (required)
• Security Worker's Licence (preferred)

Work Location: In person
Application deadline: 2024-11-08