Job Description

We have an immediate opportunity for a Monitoring Operator to join us at our diverse team in Baltimore, Maryland. Hours for the role are 7:00 am to 7:00 pm or 7:00 pm to 7:00 am. This is a remote position.

Job Responsibilities

Critical Tasks/Responsibilities

• Supervise a 24/7, outsourced/in-house Monitoring Centre with Global Customers and increasing customer base
• Responsible for responding to alarms on the grid in a timely manner
• Answering inbound calls and dispatching for service
• Assist Supervisor with escalated customer interaction on customer problems, concerns, and complaints
• Answer phones and all customer communication in a timely, friendly and thorough manner.
• Ability to adapt to constantly change priorities throughout your day from working the grid, answering dispatch calls, working with service technicians on site.
• Contribute to a work environment that fosters pride in being part of a winning team while promoting personal growth
• Support Operation Colleagues / Team as needed to ensure team can meet yearly KPI’s and overall Customer Satisfaction
• Identify processes and procedures to improve operational efficiencies.

Background & Skills

Basic Minimum Skills Required

• Minimum 5 years or related experience with an alarm call center environment preferably in a 24/7 operation.
• Strong analytical skills, working with Microsoft Office suite
• Exceptional Phone, Email and Customer Communication Skills
• Preferred Domain Knowledge experience with Danfoss, Comtrol, Emerson controllers
• Understanding of IT, Data Management and general business operations
• Supermarket and basic refrigeration HVAC understanding preferred.

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.