Senior iSOC Coordinator: Real-Time Security Dispatcher

Interface Systems; St. Louis (MO); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Full benefits

Paid vacation

Paid sick time

Referral bonuses

Training provided

Performance bonus

Job summary

Interface Systems is seeking a Level 3 iSOC Coordinator in Saint Louis to oversee real-time security events, manage live two-way audio interactions, and de-escalate threats across monitored sites.

The role requires strong decision-making, alarm verification, video monitoring, and clear customer communication, with weekend and holiday shifts. Starting pay is $22.00 per hour, with shift differentials and bonuses.

Qualifications

• 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.

Responsibilities

• 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 medial services.
• Answer inbound phone calls to assist with resolving, escalating, or supporting security and system‑related inquiries from customers, employees, and vendors.
• Maintaining 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.
• Notifies 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.

Skills

Communication

Active listening

Calm under pressure

Customer service

Education

High school diploma or GED

Tools

Two-way audio systems

Video surveillance monitors

Microsoft Office

Job description

Interface Systems is seeking a Level 3 iSOC Coordinator in Saint Louis to oversee real-time security events, manage live two-way audio interactions, and de-escalate threats across monitored sites.

The role requires strong decision-making, alarm verification, video monitoring, and clear customer communication, with weekend and holiday shifts. Starting pay is $22.00 per hour, with shift differentials and bonuses.