Coordinator - Security

Summary

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.

• 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.

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.
• 0
  -2 years of experience.
• 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
• Must be team oriented including as well as the ability to work independently and in a matrix organization.
• 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.

• 2+ years in like position of responsibility
• Knowledge of personal security, customer relations, industrial security and related communication appliances.

• Must be able to sit for long periods of time.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Usually, normal office working conditions.
• Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.