Job Location:

Primary Purpose

The Operational Intelligence Center (OIC) is a sophisticated command center dedicated to providing exceptional customer service to retail centers across North America. As an OIC Communications Specialist, you will be responsible for delivering top-notch customer service through telephone interactions with customers and tenants, supporting security operations via radio communications, and monitoring video surveillance systems. This role requires outstanding computer skills, the ability to master multiple applications, and a commitment to delivering excellent customer service in every interaction.

PRIMARY RESPONSIBILITIES

• Answer, evaluate, and prioritize incoming telephone and radio calls.
• Communicate effectively with callers to gather complete information and determine the appropriate level of service, including dispatching police, fire, medical, security, or property management.
• Collaborate with on-site security personnel to resolve incidents.
• Provide pre-arrival emergency or medical instructions to law enforcement or fire personnel.
• Escalate and coordinate incidents with the OIC Supervisor.
• Interpret site maps, and computer-aided design maps.
• Familiarize yourself with the layout and current threats and challenges of multiple retail centers.
• Maintain confidentiality of policies, procedures, emergency response information, and administrative materials.
• Master several computer applications for data logging, information navigation, and customer support.
• Understand and follow emergency and evacuation procedures for assigned retail centers.
• Identify and respond effectively to suspicious criminal activity.
• Operate and monitor surveillance cameras and programs, ensuring all equipment functions properly.
• Support record management and data collection efforts, including video documentation and investigation assistance.

• Maintain an effective video management system and maneuver cameras to document events and assist investigations.

Basic Qualifications:

• High school diploma or equivalent.
• Minimum of two (2) years of experience in a public or private safety organization or dispatching and or call center/customer service experience.
• At least two (2) years of experience in a video surveillance environment or equivalent training/experience.

Preferred Qualifications:

• College degree in Criminal Justice.
• Emergency telecommunicator certificate- if you do not have your ETC, we provide the opportunity to earn your certificate.

Knowledge and Skills Required:

• Demonstrated initiative and ability to handle multiple assignments and meet deadlines.
• Highly organized and self-motivated to work independently and as part of a team.
• Proficient in Microsoft Office Word and Excel.
• Capable of performing regular equipment checks and reporting failures.
• Ability to operate technical monitoring equipment and manage information security programs.
• Professional demeanor, good judgment, and discretion.
• Ability to work overtime and specified shifts in a command center environment.
• Excellent verbal and written communication skills.
• Typing proficiency of at least 40 words per minute.
• Must be able to multitask in between multiple software programs.
• Ability to complete pre-employment assessments, pass the Emergency Telecommunication Course, background check, drug and alcohol screening, and new hire training program.

Physical Requirements and Environment:

• Office environment with limited physical effort, including some standing, bending, light lifting, and stretching.
• Must submit to drug screening as permissible by law.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.