At Kelso Building Services (KBS), we invest in our people by providing the training, tools, and support needed to succeed. Our culture is built on accountability, innovation, and delivering an exceptional customer experience. Team members have the opportunity to grow within a forward-thinking organization supporting critical building operations nationwide. We are hiring both Level 1 and Level 2 Operators, based on experience. Rotating shifts that may include evenings, weekends, and holidays. Role Summary This person serves as a key point of contact for KBS’s 24/7 monitoring services. This position is responsible for overseeing customer building systems in real time, responding to alerts, and coordinating service actions using established procedures. This is a structured, fast-moving role that requires strong attention to detail and adherence to processes. Operators act as the bridge between customer facilities and internal service teams. Level 1 Operators focus on alarm review, communication, documentation, and basic remote support tasks. Level 2 Operators bring additional technical experience and handle more advanced troubleshooting and decision-making. Core Responsibilities System Monitoring & Response Continuously monitor building automation, HVAC, electrical, and related systems for alerts or irregular activity Review and prioritize alarms using predefined workflows and response criteria Distinguish between critical alerts and informational notifications using established guidelines Initiate appropriate escalation actions based on customer-specific protocols Customer Communication & Support Act as a primary contact for customer emails and phone inquiries Deliver clear, professional communication during service events Record all interactions accurately within internal systems Collaborate with technicians and internal teams to ensure timely resolutions Remote Troubleshooting Access customer systems securely using approved remote tools Analyze alarms, trends, and system data to support issue identification Perform approved remote actions such as resets, schedule checks, and setpoint verification Document findings and outcomes in standardized service records Dispatch & Service Coordination Create and manage service tickets within company platforms Coordinate technician dispatch based on scope, urgency, and approval requirements Monitor service progress and provide updates to stakeholders Reporting & Documentation Maintain complete and audit-ready records of all activities Generate reports related to alarms, system performance, and service activity Ensure compliance with service standards and response expectations Training & Development Complete required training in building systems, customer processes, and security practices Participate in certification programs for monitoring center operations Engage in ongoing learning and quality improvement initiatives Basic Qualifications Required: High school diploma or equivalent (technical education is a plus) Strong computer skills with the ability to navigate multiple systems simultaneously Excellent written and verbal communication skills Ability to follow structured procedures and escalation processes High level of accuracy and attention to detail Ability to stay composed in time-sensitive situations Flexibility to work rotating schedules, including nights and weekends Preferred (Level 2): Experience with building automation systems (BAS), HVAC controls, or facilities operations Background in monitoring centers, help desks, dispatch, or call centers Familiarity with ticketing or service management platforms Basic knowledge of mechanical or electrical systems