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Agency Monitoring Support (AMS)


St-Leonard, Quebec, CA Burnaby, British Columbia, CA Vancouver, British Columbia, CA Montreal, Quebec, CA

Req ID:  26673
Jobs by Category:  Contact Centre
Job Function:  Customer Care
Status:  Full Time
Schedule:  Regular



We are looking for French and English speaking Agency & Monitoring Support Agents to help us build the future of security!

Do YOU share OUR real passion for:


  • Advocating for our customers’ needs and creating a personalized experience
  • Genuinely displaying humanity in every customer interaction
  • Being an exceptional communicator, listen, honest and clear
  • Getting things done by using each other’s unrivaled talents
  • Actively adapting to meet the changing needs of our customers

If you are...


  • Customer service oriented, committed to creating meaningful experiences
  • Autonomous with the ability to work in a team environment
  • Eager to learn with a passion to continuously develop
  • Highly focused with a keen attention to detail
  • Able to manage and prioritize multiple tasks simultaneously


We want to hear from you!



  • Monitor and improve the quality of patrol and guard services to ensure quality service levels are met
  • Analyze claims/disputes, communicate results with the clients and provide appropriate recommendations
  • Appeal and dispute false alarms fines with various agencies (Police, Fire Department, Patrol and Guard Services, Paramedic Services) within the time allowed as per by-law
  • Act as liaison for questions on behalf of the clients with various agencies
  • Assist with the timely resolution of escalated Monitoring Station complaints
  • Validate agencies’ invoices and make any necessary adjustments
  • Perform quality control on all analyzed files, notify and recommend measures to reduce false alarms and realize incident reduction opportunities.
  • Correct errors in client’s files while conducting the various types of research
  • Obtain and study accurate regulations of various municipalities with regard to having a security system (permits, false alarm penalties) and process municipal permit where applicable
  • Manage agencies by indexing, coding and updating information about their rates
  • Advise clients and other departments of any bylaw modification
  • Provide support for regional Authorized Agent’s concerning monitoring service inquiries
  • Provide support for our third party Outsourced monitored customers, updating file data, consolidating and validate invoices.
  • Accomplish other tasks inherent to the job and/or requested by the immediate Supervisor





Required Skills & Abilities


  • High School Diploma and/or equivalent
  • Excellent communication skills in English and French (written and spoken)
  • Solid interpersonal skills with a professional telephone manner
  • Recognizable analytical, negotiation and call resolution skills
  • Great sense of responsibility and sound judgement
  • Computer literacy, strong keyboarding and internet navigation skills
  • Commitment to punctuality and adherence to work schedules
  • Working knowledge of Monitoring Station procedures is considered an asset
  • Working knowledge of Police department procedures and contestation methods (different departments) is considered an asset



A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.





Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.98 million
High-speed Internet subscribers

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.