Customer Service Rep

Control Room Operator / Call Center Operator Position Summary The ideal candidate is calm under pressure, communicates clearly, demonstrates strong attention to detail, and can effectively manage multiple calls and control room activities simultaneously. This role is responsible for monitoring communications, alarms, cameras, and operational systems while ensuring prompt and professional response to incidents, emergencies, and customer inquiries.
Key Responsibilities

• Monitor incoming calls, alarms, surveillance cameras, and other control room communications.
• Answer and respond to incoming calls promptly and professionally.
• Obtain accurate information from callers and determine the appropriate response or escalation.
• Dispatch personnel, security officers, maintenance teams, emergency responders, or other resources as required.
• Monitor and respond to alarms, incidents, emergencies, and operational alerts in accordance with established procedures.
• Maintain continuous communication with control room personnel and management.
• Accurately record calls, incidents, alarms, actions taken, and outcomes in the appropriate systems and logs.
• Escalate critical or emergency situations to supervisors and appropriate authorities when necessary.
• Follow established emergency response, safety, security, and communication procedures.
• Provide clear and concise information while maintaining professionalism and confidentiality.
• Prepare shift reports and ensure accurate handoff of outstanding incidents or activities.
• Maintain confidentiality of sensitive company, customer, employee, and security information.
• Work effectively during high-volume periods and remain composed during stressful or emergency situations.
• Perform other control room and call center duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• Previous experience in a call center, control room, security operations center, dispatch center, customer service, or similar environment preferred.
• Strong verbal and written communication skills.
• Ability to operate computers, telephones, radios, monitoring systems, and other communication equipment.
• Strong attention to detail and accurate data entry skills.
• Ability to multitask and prioritize competing demands.
• Ability to remain calm and make sound decisions during emergencies or high-pressure situations.
• Ability to follow written procedures, policies, and escalation protocols.
• Professional demeanor with strong customer service skills.
• Ability to maintain confidentiality and exercise sound judgment.

Preferred Qualifications

• Experience with alarm monitoring, access control, dispatch, or incident management systems.
• Experience using two-way radios or other professional communication systems.
• Previous emergency dispatch or security operations experience.
• Basic knowledge of incident reporting and emergency response procedures.
• CPR/First Aid, security, dispatch, or other relevant certifications are a plus.

Schedule Requirements

• Ability to work rotating shifts, including days, nights, weekends, and holidays as required.
• Dependable attendance and punctuality are essential.
• Overtime may be required during emergencies or periods of increased operational demand.

Key Skills

• Excellent communication
• Active listening
• Situational awareness
• Critical thinking and decision-making
• Multitasking
• Attention to detail
• Stress management
• Customer service
• Incident documentation
• Computer proficiency
• Teamwork and coordination
• Professionalism and confidentiality

Physical & Work Environment This position is primarily performed in a control room or call center environment. The operator may be required to remain seated for extended periods while continuously monitoring screens and communication systems, utilizing computers and telephones, and responding quickly to changing situations.
Performance Expectations The successful candidate will demonstrate:

• Prompt and professional call handling
• Accurate and complete incident documentation
• Timely escalation of emergencies and critical events
• Effective communication with field personnel and management
• Consistent adherence to company policies and procedures
• Reliable attendance and punctuality
• Professional handling of confidential information
• The ability to maintain composure and accuracy during high-pressure situations

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.