Telephone Answering & Emergency Response Call Center Operator
TWR operates a 24/7/365 multi-function Call Center that operates 24/7/365 for Live Telephone Answering Service and Alarm Monitoring Service for Security Systems installed at Residential and Commercial clientele.
Live Telephone Answering Service:
The professional Call Center staff is highly trained and fully certified to perform the required responsibilities of a Telephone Answering Service. As a telephone answering service operator, your job duties include courteously greeting callers, determining the reason for their call, and answering questions or directing their requests to a different department as necessary. Telephone Answering Service greatly enhances the image and efficiency of any business through the expertise provided by our professional staff. Using state-of-the-art computerized equipment, we customize each client's service. We convey the same personal attention to their callers that they would receive if they talked to someone who worked for their business. TWR integrates a total communications package that effectively answers telephone calls for a business when they are unavailable. This includes routine and emergency telephone calls and following the instructions provided by our clients. TWR's Call Center provides 24/7/365 Telephone Answering Service, Remote Receptionist, Order-Entry, Reservations and Staffing Registry on top of a broad menu of Telemessaging services.
TWR answers in-bound telephone calls for many businesses during their peak times and after-hours when they are unable to answer calls themselves to ensure that a Live Operator is answering all Calls. This eliminates callers from having to leave a Voicemail or an Answering Machine. Depending on each circumstance, messages are then transcribed and delivered to key personnel for our clients by a Telephone Call, Text, Email, Fax, and Pages.
Security Alarm Monitoring:
TWR also provides and installs Security Alarm Systems for both Residential and Commercial clients. In the event of an Alarm for our customers, a signal is sent to TWR's Central Alarm Station with specific details such as Burglary and Fire, Panic and Medical pendants. TWR processes these alarm signals quickly to protect our customers for an unexpected intrusion, burglary, robbery, medical and fire alarm. Operators respond to these alarms using various communication's tools TWR has in place to provide specific details to the Police, Sheriff, EMS and etc. in their area. We use the reporting details from such alarms to provide additional layers of protection and safety to our clients and the officers who respond.
Essential Functions/Responsibilities
- Answer incoming telephone calls for a variety of businesses, including doctor's offices, hospitals, and insurance companies.
- Greet customers warmly follow each customers instructions.
- Transfer calls.
- Relay verbal messages.
- Call the appropriate person requested by caller.
- Page individuals and inform them of message.
- Refer caller to emergency numbers if necessary.
- Date stamp time of call and record in computer system.
- Arrange conference calls.
- Schedule or cancel appointments.
- Answer caller's questions.
- Accept orders.
- Proofread messages.
- Perform other clerical duties as necessary.
- Make periodic outbound telephone calls.
- Messaging and Communication with our Clients.
- Monitor alarm signals and respond to alarms using our customer's instructions.
- Properly document all responses for the Alarms using TWR's Monitoring Software.
- Data Entry skills are needed with a strong attention to detail.
- Answering multiple telephone lines and simultaneously documenting information into client history.
- Coordinating after-hours response to clients to various on-call staff.
- Patching Callers with our Clients using TWR's Telephone Answering Service Software.
- Generate messages for TWR Service Calls for our clients requesting assistance.
- Assist clients with very minor technical support issues.
Required Skills/Education
- Strong customer service skills: ability to calmly work with distressed or upset clients
- Strong verbal/written communication skills.
- Possess strong organizational skills, ability to multi-task and be detail oriented.
- Maintain strong collaborative work environment.
- Possess a minimum of one-year customer service or Call Center experience.
- Ability to prioritize and complete tasks in a timely manner.
- Ability to work independently and as a team member.
- Must have the flexibility to work weekends or other shifts.
- Critical Thinking: exercising reasonable logic to identify the strengths and weakness of alternative solutions, conclusions, or approaches to problems.
- Active Listening; providing full attention to details and requirements of the calls.
- Provide end-of-shift debriefing.
- Must have reliable transportation.
- Must be eighteen (18) years of age or older.
- Must be authorized to work in the United States.
- High School Diploma.
- Fluent in English
- Ability to type 40+ wpm
Back-Ground Security Screening:
The telephone service agents who staff the call center, must undergo a pre-employment security screening, and pass a skills aptitude assessment, then must complete an industry-standard training program before being considered qualified to operate in this field. Additionally, each agent is re-screened and certified every two years as required by law by the FBI and the Maryland State Police. The Telephone Answering Service, a component of the call center, has an annual quality control check to be certain it is functioning in accordance with the strict professional standards established in this field.
Benefits Include
- Paid Training
- Health Insurance
- Life insurance
- 401K
- Vacation
- Sick leave
- Holiday Pay
- Birthday Pay
Salary Information
Wage is determined based on experience level
Differential Wages benefits for Cat-Eye Work Shifts.
Position Available:
Immediate
How to Apply?:
Email Resume to: corporate@twrwifi.com
-OR-
Mail Resume to:
TWR Communications
Call Center Management
PO Box 299
Cumberland, MD 21501-0299
-OR-
Fax Resume to: (301) 777-7845
EEOC
An Equal Opportunity Employer. TWR's hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.