EXPERIENCED SOC/SCC OPERATOR

$24.00 / hour

FULL TIME AND PART TIME

This position is responsible for compliance to procedures and processes for all on-shift activities that occur and gives relevant direction and determines course of action to employees, customers, contractors and visitors, prior to, during, and after occurrence of a crime, disturbance, and/or emergency, via radio, telephone, and audio/video review at various company owned facilities. Monitors, verifies, and processes all incoming security related signals, alarms, and telephone phone calls received at the 24/7/365 proprietary ETP Security Operations Center. Verifies alarms and notifies the proper authorities (police, fire, emergency services) and/or key personnel based on the type of alarm signal or phone call processed. Troubleshoots security system and related appliance failures and initiates fixes and generates work orders as needed.

Essential Duties and Responsibilities:

• Monitor and respond appropriately to a variety of emergency alarm signals. Response must be timely and accurate, with particular attention given to general procedures and special instructions.
• Interacts routinely with personnel to provide support on arming and disarming security systems. Maintains the confidentiality of privileged information entrusted or known by virtue of the position held. Capacity to handle and maintain confidential, highly sensitive and security sensitive information.
• Communicate effectively with internal and external customers. • Follow all departmental and company policies and procedures.
• Complete required equipment checks and daily logs.
• Answer multiple telephone lines.
• Respond to each caller in a professional and helpful manner while gathering information, prioritizing facts, troubleshooting, transferring calls, or reacting to emergency situations.
• Provide technical support as needed. Follow procedures for service and inspection requests.
• Communicate and analyze customer inquiries and determine a correct course of action. Follow-up to assure customer expectations are met.
• Maintain building security and Security Operations Center operations following company procedures and policies to provide a safe and productive environment.
• Conduct day-to-day interactions with customers and coworkers in a manner that provides excellent results.

Education and/or Experience, Knowledge, Skills & Abilities:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements for this position are listed below:

• High school graduate; some college preferred.
• Previous customer service, alarm monitoring/dispatch center operator experience.
• Ability to make quick assessments after diagnosis; able to prioritize the facts.
• Able to type at least 35 WPM.\
• Spelling and grammatical skills are required.
• Excellent oral communications a must.
• Strong computer skills utilizing MS Office Suites, Word, and various alarm applications
• Resilient personality and work well under pressure in a fast pace environment.
• Ability to make sound judgements based on limited facts.
• Flexibility in hours scheduled to work including rotating shifts, weekends and holidays.
• Ability to work overtime and report to the Monitoring Center for emergency situations.
• Ability to multi-task and work with limited supervision.
• Strict attention to detail and follow-through.

Preferred Qualifications

• Knowledge of personal security, customer relations, industrial security and related communication appliances. Must have active Security Level 2 License.
• Must be able to sit for long periods of time.
• Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing. 

EOE/M/F/D/V

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