Monitoring Specialist I

About the Role

Join the team at Decisive Farming by TELUS Agriculture, where safety is paramount. Our mission is to enhance safety and convenience for residential and commercial clients through innovative technology and services. We are committed to putting customers first and ensuring their protection.

Key Responsibilities

As a Monitoring Specialist, you will oversee various alarm events, including burglary, fire, panic, and medical alerts, ensuring timely and proper responses. Your role involves collaboration with customers, security personnel, and emergency responders to dispatch assistance efficiently. Additionally, you will provide value-added services to enhance client safety in their homes and businesses.

Work Schedule and Environment

The Monitoring Station operates seven days a week and offers flexible shifts such as 7 days on/7 days off, 5 days on/2 off, or 4 days on/3 off, with start times covering days, evenings, overnights, and weekends. Evening and weekend shifts include additional premiums. This full-time position guarantees at least 35 hours weekly with potential overtime based on operational requirements. Initially, the role is office-based; however, after six months and upon meeting performance and business criteria, employees may access the Work From Home (AHA) program, subject to approval and compliance. Occasional in-office attendance is required to support collaboration, training, and operational needs.

Compensation and Training

The starting wage is $22 per hour, supplemented by a performance-based annual bonus and a comprehensive benefits package. Employees have access to virtual courses, including development platforms like LinkedIn Learning, to support career advancement in areas such as quality coaching, management, training, and IT support. A dedicated 2-3 week paid training period is mandatory at the outset.

Candidate Qualifications

• Bilingual proficiency in French and English
• High school diploma or equivalent educational background
• Familiarity with Google Workspace
• Excellent communication skills including listening and accurately interpreting caller needs
• Ability to stay calm, patient, and professional during difficult situations
• Skill in adapting communication to de-escalate emotionally charged moments
• Open-mindedness and readiness to revise opinions based on new information
• Strong personal accountability regarding schedule adherence and team commitments
• Resilience to perform effectively under time pressure in dynamic environments
• Analytical skills for unique scenario assessment and conflict resolution
• Good judgment, initiative-taking, and quick decision-making
• A positive and energetic attitude

Additional Preferences

• Previous experience in a monitoring station setting
• Experience working in call centers

Language Requirements

Proficiency in English is essential as most communications with clients, suppliers, candidates, partners, and internal stakeholders occur in English, and IT tools used are primarily available in English.