Security Alarm Dispatcher- 3:30am-12pm - Full Training Provided!

Interface Security Systems LLC; St. Louis (MO); In loco; USD 26.000 - 34.000; Tempo pieno

Vantaggi offerti da questo lavoro

Full benefits on Day 1 of employment

3 weeks paid vacation time

10 days paid sick time

Uncapped employee referral bonuses

Descrizione del lavoro

Interface Systems LLC is seeking a Level 3 iSOC Coordinator to manage real-time security events, including live audio interactions at monitored sites. You will verify alarms, perform video checks, and de-escalate potential threats while coordinating with customers and emergency services.

The role emphasizes quick decision-making, clear communication, and hands-on use of two-way surveillance tech in a fast-paced, technology-driven environment. A strong customer-service background is preferred.

Competenze

• High school diploma or GED equivalent.
• Two years of experience in customer service, call center, dispatch, or security preferred.
• Excellent communication and interpersonal skills.
• Strong active listening to understand needs and provide timely responses.
• Working knowledge of Microsoft Office applications.
• Ability to stay calm and professional in high-pressure situations.

Mansioni

• Perform remote security checks/virtual tours of customer locations for vulnerabilities.
• Conduct virtual security escorts to safeguard customers during business opening/closing or per request.
• Communicate with customer locations using two-way audio/video surveillance technology.
• Take action based on severity, including contacting customers or requesting emergency services.
• Answer inbound calls to resolve, escalate, or support security inquiries from customers, employees, and vendors.
• Maintain accurate records in the automation system and documentation.
• Monitor and verify alarm signals, placing calls to verify validity.
• Perform video verification of alarms to confirm incidents.
• Notify individuals per customer instructions about alarms/events.
• Provide life safety support by ensuring timely dispatch to emergency personnel.
• Provide basic alarm support: arming/disarming and resetting alarms.
• Manage live audio interactions during alarm events with two-way audio.
• Intervene during real-time incidents with authority and clear communication.
• Handle loitering, trespassing, or other security violations with de-escalation.
• Document all interactions and ensure proper follow-up and reports.

Conoscenze

Communication skills

Active listening

Interpersonal skills

Microsoft Office

Formazione

High school diploma or GED

2 years in customer service/call center/dispatch/security

Descrizione del lavoro

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 Level3 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

Shift Hours: Position requires availability between 3:30am-12pm, based on labor demands. Flexible Schedule: We offer 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.)

Salary & Benefits

Starting Pay Rate:$22.00 Per Hour (not including shift differential)

• Full benefits on Day 1 of employment
• 3 weeks paid vacation time and 10 days paid sick time
• Uncapped employee referral bonuses

Shift Differential

• 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 Bonus & Incentives

• Monthly Performance Bonus: eligible for up to $1,000.00 bonus awards each month after 90 days of successful active employment.
• Monthly Attendance Bonus: eligible for up to $250.00 per month, based on attendance eligibility criteria, for up to $3,000.00 per year.
• New iSOC Hire Bonus: $500 hiring bonus paid in two installments: $250 after 90 days, $250 after 6 months.

Responsibilities

1. Perform remote security checks/virtual tours of customer locations, carefully observing all areas for potential security vulnerabilities, criminal and/or unusual activities.
2. Conduct virtual security escorts to safeguard customers during business opening, closing and/or upon customer a request.
3. Communicate with customer locations using state-of-the-art two-way audio/video surveillance technology.
4. 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.
5. Answer inbound phone calls to assist with resolving, escalating, or supporting security and system-related inquiries from customers, employees, and vendors.
6. Maintaining accurate records and documentation with the system of record (automation system).
7. Monitor, verify and respond to alarm signals, placing outgoing telephone calls to verify validity of alarm signals.
8. Perform video verification of alarms to confirm security breaches or emergency incidents.
9. Notify specified individuals via telephone of an alarm or event according to customer-specific instructions.
10. Provide critical life safety support by ensuring clear, timely and accurate dispatch and alarm communication to emergency personnel.
11. Provide basic alarm support such as arming, disarming, and assisting in resetting alarms/signals.
12. 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.
13. Use two‑way audio to intervene during real‑time incidents, projecting authority and maintaining clear communication.
14. Handle situations such as loitering, trespassing, or other security violations, often requiring de‑escalation or rapid decision‑making.
15. Document all interactions and ensure proper follow‑up to ensure the resolution of incidents.
16. Generate detailed reports on alarm responses and life safety interventions.
17. *Interface offered learning courses may be necessary when pursuing further certification(s).

Qualifications

1. High school diploma or GED equivalent.
2. Two years of experience in customer service, call center, dispatch, or security roles is preferred.
3. Excellent communication and interpersonal skills ensuring all interactions are handled with professionalism and care.
4. Strong active listening skills to understand customer needs and provide timely, accurate responses to requests.
5. Working knowledge of Microsoft Office applications.
6. 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.

Contact & Accommodations

If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at [e-mail]. 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

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.

Mission & Values

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.