Monitoring and Response Agent

Job Description

Allied Universal® is hiring a Security Intervention Specialist. The primary function of the Security Intervention Specialist is to monitor surveillance of all security and CCTV monitors on the facility and surrounding grounds, respond to event-driven alarms in a timely and effective manner, and document any activity and contact support systems in the event of an emergency.

Location: Full-time on-site at office in Grand Rapids, MI

Pay: $18.00 per hour

Shift Available:

Swing (11am - 7pm)

Swing (7pm - 3am)

Mandatory Paid Training: Monday through Friday 9:00am-5:00pm for the first two weeks

• Monitor a variety of live video footage and location dashboards for signs of suspicious or ongoing criminal activity, such as burglary, loitering, trespassing, and high-stress situations; follow client-specific protocols as needed.
• Analyze, assess, and respond to system-generated alerts and event notifications promptly.
• Initiate outbound calls or emails to notify customers, law enforcement, first responders, and management of critical events requiring their attention or response; prioritize and route emergency calls to appropriate first responders.
• Answer inbound calls regarding customer inquiries and respond as necessary.
• Prepare comprehensive post-situational reports and logs for customer distribution.

• High school diploma or equivalent (e.g., GED).
• Must be able to obtain a TOPS Alarm System Monitoring License as part of our paid on-the-job training.
• Minimum of one (1) year of experience in dispatching, security, customer service, or call center role.
• Must be capable of working in a high-stress environment and effectively communicating, particularly during critical, life-or-death emergency situations.
• Able to maintain high alert and use critical thinking to monitor customer sites and respond to any emerging situations.
• Proficient in the basics of Microsoft Excel, Microsoft Outlook, and Microsoft Teams.

• Previous experience troubleshooting CCTV security systems or controlling cameras.
• Minimum of two years’ experience in law enforcement, security, or the military.

• Medical, dental, vision, basic life, AD&D, and disability insurance.
• Enrollment in our company’s 401(k) plan, subject to eligibility requirements.
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.