Security Command Center Operations Specialist

Inter-Con Security Systems, Inc. is a leading US-owned security company founded in 1973, providing integrated security solutions across four continents. With a focus on customized, high-requirement security services, the company employs over 35,000 personnel worldwide and is committed to building a safer future through professional excellence and dedicated service.

As a Security Operations & Customer Service Specialist within the Edison Security Operations Center (ESOC), you will serve as a critical point of contact supporting Southern California Edison (SCE), Inter-Con, and the communities they serve. ESOC is a 24/7 operations center responsible for monitoring security systems across a 50,000-square-mile service territory and supporting over 4,000 cameras, alarms, and access control points.

This role blends customer service excellence with security operations. You will manage a high volume of inbound and outbound communications, provide calm and professional support during routine and emergency situations, and deliver timely, accurate information to employees, security personnel, vendors, emergency responders, and members of the public. Providing reliable, respectful, and solution-oriented service is central to success in this position.

• Serve as the primary customer service contact for high-volume inbound and outbound calls related to security, access control, alarms, and general inquiries.
• Deliver professional, courteous, and empathetic service, including during stressful or emergency situations.
• Clearly communicate information and next steps via phone, email, radio, and other communication platforms.
• Initiate outbound notifications to site personnel, management, security officers, and emergency responders as needed.
• Build trust with internal and external customers through timely follow-up and accurate information.

• Monitor alarms, access control systems, and security applications, ensuring appropriate response and escalation.
• Perform Alarm Station and site access control functions to protect company assets, employees, and visitors.
• Assess and triage incidents, escalating critical issues according to established procedures.
• Coordinate with local law enforcement, emergency responders, and on-site personnel to support incident resolution.
• Support workplace safety efforts, including response to fire, medical, and security-related incidents.

• Accurately document all calls, alarms, and incidents in security systems and logs.
• Prepare clear, concise, and professional written reports related to incidents, investigations, and operational activities.
• Maintain confidentiality and compliance with ESOC and SCE policies at all times.

• Operate efficiently in a fast-paced, 24/7 command center environment while managing multiple tasks simultaneously.
• Provide supervisors and management with timely, accurate updates during routine operations and critical incidents.
• Contribute to a positive team environment through professionalism, dependability, and a customer-focused mindset.

• 2–3 years of experience in a call center, dispatch, command center, alarm monitoring, or customer service environment preferred.
• Strong customer service orientation, with the ability to professionally handle difficult or high-stress calls.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and remain calm under pressure.
• Strong organizational, time-management, and interpersonal skills.
• Interest in security operations, emergency management, or public safety preferred.
• Familiarity with MS Office Suite and related applications.
• Basic computer proficiency with a minimum typing speed of 40 WPM.
• Flexibility to work nights, weekends, holidays, and rotating shifts as required.