Coordinator, iSOC Level 3 (Interactive) 4:30p-1a

Interface Security Systems LLC; St. Louis (MO); On-site; USD 46,000 - 60,000; Full time

Benefits offered by this job

Full benefits on Day1 of employment

3 weeks paid vacation time

10 days paid sick time

Uncapped employee referral bonuses

Training is provided

Job summary

Interface Systems is seeking a Level 3 iSOC Coordinator to manage real-time security events from our on-site security operations center.

You will handle live audio/video interactions, verify alarms, coordinate with customers and emergency responders, and document outcomes. This role offers full benefits and growth opportunities within a fast-paced, tech-driven environment.

Qualifications

• High school diploma or GED required.
• Two years of experience in customer service, call center, dispatch, or security preferred.
• Excellent communication and interpersonal skills.
• Strong ability to stay calm under pressure.

Responsibilities

• Monitor and respond to incidents via live security interfaces and alarms.
• Coordinate with customers and emergency services as needed.
• Document interactions and actions for incident records.
• Provide clear, timely two-way audio communication at monitored sites.
• Support de-escalation and rapid decision making during events.

Skills

Communication skills

Active listening

Customer service experience

MS Office familiarity

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Overview

As a Level 3 iSOC Coordinator, you will take on advanced responsibilities, managing real-time interactions and interventions during critical security events. Building on your expertise from previous levels, you will handle live audio communication with individuals at monitored sites, using two-way systems to prevent security breaches, manage incidents such as trespassing, and de‑escalate potential threats. Your ability to think quickly and communicate with authority will be key to resolving incidents in real time. This role demands a high level of skill in alarm verification, video monitoring, and rapid decision‑making, all while maintaining clear and direct communication with customers and emergency personnel. As a Level 3 Coordinator, you will not only respond to alarms but also provide solutions by directly addressing security violations. This position allows for greater responsibility and impact in a fast‑paced, technology‑driven environment, as you continue to grow within the iSOC team.

Shift Hours & Schedule

Position requires availability between the required shift times. Flexible schedule offers 8‑10 hour shifts which provides more flexible options on the number of days worked per week. Your work hours will be scheduled between this time range. Could be 8 or 10 hour shifts.

Benefits

• Full benefits on Day1 of employment to support you from the start
• 3 weeks paid vacation time and 10 days paid sick time
• Uncapped employee referral bonuses
• Customer focused, energetic and engaging work culture working as one team
• Training is provided!

Compensation

Starting Pay Rate: $22.00 per hour (not including shift differential). Location: On‑site in office.

Schedule & Availability Requirements

Interface Systems operates 24 hours a day, 7 days a week, 365 days a year. This position requires employees to work a schedule that includes weekends and holidays. Candidates must be able to meet these scheduling requirements as part of their regular work schedule.

Shift Differentials

• Standard Pay Rate: applies to hours worked during the core daytime period (6:01am – 4:59pm) on regularly scheduled business days.
• Evening Differential: +$0.50 per hour for hours worked between 5:00pm and 9:00pm.
• Overnight Differential: +$1.00 per hour for hours worked between 9:01pm and 6:00am.
• Weekend Differential: +$1.00 per hour for any hours worked on Saturdays or Sundays (12:00am – 11:59pm).

Monthly Bonuses

Monthly Performance Bonus: Interface’s Interactive Security Operations Center Coordinators are eligible for our Performance Monthly Bonus Award Program after 90 days of successful active employment. Interface awards its highest performing employees based on specific metrics and eligibility criteria, where employees can earn up to $1,000.00 bonus awards each month. Monthly Attendance Bonus: Interface’s Interactive Security Operations Center Coordinators are eligible for a Monthly Attendance Bonus Award after 90 days of successful active employment. Full‑time employees can earn up to $250.00 per month, based on attendance eligibility criteria, for up to $3,000.00 per year.

Start Dates & Training

Start dates available: Start your training program with our Day1 Orientation Class which occurs bi‑weekly. Next Orientation Classes: Date (Date). Please note favorable results on a pre‑employment drug screening and background check are required.

Responsibilities

• The iSOC Coordinator position is designed to ensure comprehensive security and life safety monitoring through three defined levels of responsibility: Level1 – Security, Level2 – Life Safety & Level3 - Interactive. Each level builds upon the previous, offering increasing complexity and authority in managing customer safety, alarm verification, and live interaction with monitored sites.
• Perform remote security checks/virtual tours of customer locations, carefully observing all areas for potential security vulnerabilities, criminal and/ or unusual activities.
• Conduct virtual security escorts to safeguard customers during business opening, closing and/ or upon customer a request.
• Communicate with customer locations using state‑of‑the‑art two‑way audio/ video surveillance technology.
• Take appropriate action based on the severity or instruction provided, including customer contact and/ or requesting emergency services such as police, fire, or medical services.
• Answer inbound phone calls to assist with resolving, escalating, or supporting security and system‑related inquiries from customers, employees, and vendors.
• Maintain accurate records and documentation with the system of record (automation system).
• Monitor, verify and respond to alarm signals, placing outgoing telephone calls to verify validity of alarm signals.
• Perform video verification of alarms to confirm security breaches or emergency incidents.
• Notify specified individuals via telephone of an alarm or event according to customer‑specific instructions.
• Provide critical life safety support by ensuring clear, timely and accurate dispatch and alarm communication to emergency personnel.
• Provide basic alarm support such as arming, disarming, and assisting in resetting alarms/signals.
• Manage live audio interactions in response to alarm events or customer requests, utilizing two‑way audio systems to communicate directly with individuals at monitored sites.
• Use two‑way audio to intervene during real‑time incidents, projecting authority and maintaining clear communication.
• Handle situations such as loitering, trespassing, or other security violations, often requiring de‑escalation or rapid decision‑making.
• Document all interactions and ensure proper follow‑up to ensure the resolution of incidents.
• Generate detailed reports on alarm responses and life safety interventions.
• Interface offered learning courses may be necessary when pursuing further certification(s).
• All iSOC employees must comply with policies as stated in the Interface Employee Handbook and Employee Safety Manual.

Qualifications

• High school diploma or GED equivalent.
• Two years of experience in customer service, call center, dispatch, or security roles is preferred.
• Excellent communication and interpersonal skills ensuring all interactions are handled with professionalism and care.
• Strong active listening skills to understand customer needs and provide timely, accurate responses to requests.
• Working knowledge of Microsoft Office applications.
• Ability to maintain a calm and positive demeanor in high‑pressure situations, demonstrating professionalism while working through urgent or critical situations.

Work Environment

iSOC Coordinators work in a state‑of‑the‑art security monitoring operations center, equipped with the latest technology in video surveillance, two‑way audio communication systems, and intuitive alarm monitoring software. Operators are trained to handle multiple security events simultaneously, making use of advanced monitoring tools, such as customized automation solutions, proprietary software integrations, and workstations designed for video monitoring efficiencies. Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.

Accessibility & Accommodations

Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.

Company Culture & Recruitment

At Interface, we are on a constant journey of innovation and excellence. We hold ourselves to the highest standards from the way we run our business, to delivering relentless support to our customers, caring for our employees, and giving back to our communities. Put your talent to work with us – love your job. Interface Systems is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations, and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights. Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees.

Recruitment Policy

Interface Systems does not utilize external staffing agencies, recruiting firms, or third‑party recruitment vendors for our hiring needs. Our internal Talent Acquisition Team manages all recruiting and hiring activities directly. Staffing agencies and third‑party recruiters are asked not to contact our hiring managers, executives, or employees regarding recruiting services, open positions, or candidate submissions. Please do not submit unsolicited resumes or candidate information to Interface Systems or any of its employees. Any unsolicited resumes or candidate submissions will be considered the property of Interface Systems, and no placement fees, referral fees, or other compensation will be owed in connection with the hiring of an unsolicited candidate.