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Incident Response Call Center Operator / Crisis Command Center Agent

Calamp Richardson, TX
  • Posted: over a month ago
  • $13 to $22 Hourly
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

SUMMARY

Based in beautiful Richardson, Texas, we are CalAmp, the pure-play pioneering leader of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace. Currently, we are seeking a Command Center Agent. This is an exciting opportunity for those who wish to work for a stable, well-established company that builds transformational technologies within the revolutionary domain of IoT.

WHY CALAMP

We believe that people are our greatest asset and we are committed to being an employer of choice in our industry. CalAmp offers an engaging and diverse work environment that permits our people to take pride in their contributions and share in the company’s success. Our employees can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a global team that develops revolutionary technologies. We proudly offer the stability and security of a large publicly-traded tech company without the rigidity and red tape.

In particular, we offer:

  • Meaningful work with the potential to disrupt an entire industry
  • Visionary leadership
  • Excellent compensation packages
  • An extensive suite of medical and retirement benefits
  • Flexible time off policy and accommodating work schedules
  • Education Assistance Program (Tuition Reimbursement)
  • Access to cutting-edge tools and technologies
  • Innovative, intelligent, collaborative teammates

The Global Command Center requires experienced agents with the background and credentials needed to effectively execute, administer and operate; Technical, Administrative, Stolen Vehicle and Incident Response communications. The Global Command Center will frequently have direct contact with Law Enforcement agencies or Public Safety / Service personnel and it is imperative that communication and process is flawless during those interactions. The Global Command Center operates 24/7/365 servicing both internal and external clients globally, supporting an array of contacts ranging from emergency situations to technical support.

RESPONSIBILITIES

The Command Center Agent will be responsible for incident response administration activities including but not limited to, inbound telephone calls, gathering information for each incident, documentation of systems, incident response dispatch activities, outbound telephone calls and case management. Contacts will range from Public-Safety Answering Points (PSAP) to end-users (Customers).

  • Answer inbound calls promptly with emphasis on high quality customer service
  • Answer questions, resolve problems and update information in systems as required
  • Answer inbound calls regarding stolen assets
  • Answer inbound emergency calls and respond as required
  • Gather the necessary information for communication to PSAPs, Law Enforcement Liaisons, third-party trackers, or clients
  • Verify the location of the stolen asset and communicates to PSAPs, Law Enforcement Liaisons or third-party trackers – assist as required during search and tracking
  • Frequent communication with clients, PSAPs, third-party trackers, internal team members and Global Licensees
  • Monitor LoJack tower health and respond to alarms, outages and notifications
  • Monitor other assets and respond to alarms
  • Analyze problem areas and document processes used for corrective action
  • Log and track inquiries and compile client statistics
  • Assist in client training and answering routine questions from clients
  • Perform routine administrative tasks on systems
  • Assist in training new Command Center Agents
  • Miscellaneous projects and duties as assigned by leadership team

MUST HAVES

  • Able to work independently in a secure location
  • Ability to manage contacts calmly with a high sense of urgency during incidents
  • Ability to multi-task, using telephones and multiple computer systems simultaneously, in a high-paced, high-stress environment
  • Able to work assigned schedule
  • PC literacy and proficiency with Microsoft Office application
  • Strong written and spoken communication skills
  • Strong customer service orientation
  • Pass comprehensive background and FBI/criminal history checks and drug screening within 30 days of job offer

STRONG PLUSES

  • Experience with systemic problem analysis and problem solving practices
  • Basic technology troubleshooting skills
  • Two years’ experience in EMS/Fire/Police Dispatch, Public Safety Field Operations, Public Administration, Emergency Services, Emergency Management, or related field
  • Knowledge of incident response protocols and critical thinking skills
  • Familiarity with emergency communication protocols & processes
  • Public Safety Telecommunicator Course and/or Emergency Medical Dispatch trained/certified from APCO, AEMD, or other Nationally accredited organization

If you are a talented Command Center Agent with at least 1 year of experience and an interest in the Internet of Things domain, we want to speak with you. Interviews are occurring this week and next so apply now if interested.

Calamp

Why Work Here?

Awesome company culture, terrific benefits, & excellent compensation in a growing technical domain!

CalAmp is a pure-play pioneer in the connected vehicle and broader Internet of Things (IoT) marketplace. We have over three decades of expertise rooted in our deep knowledge of the complexities of machine-to-machine (M2M) communications. Through our extensive portfolio of intelligent communications devices, robust and scalable cloud services and customized software applications, CalAmp delivers complete end-to-end telematics solutions. Recently listed on FORTUNE® Magazine's "Top 10 Fastest Growing Companies" Over 20 Million Telematics Devices Deployed Worldwide 850,000+ Unique Cloud and Software Subscribers Solutions Sold in Over 30 Countries Publicly Traded Corporation Since 1983 Headquartered in Irvine, California with 3 additional Centers of Excellence in Carlsbad, CA, Richardson, TX, and Eden Prairie, MN

Address

1301 W President George Bush Hwy #300, Richardson, TX 75080
Richardson, TX
USA

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