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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