Security Alarm Dispatcher

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 Level 3 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.

• Position requires availability between 3:30pm–12:00am. Work hours will be scheduled within this time range.
• Flexible 8–10 hour shifts available; choose the number of days worked per week.

• Starting pay rate: $22.00 per hour (not including shift differential).
• Shift differential for hours worked outside standard business hours:
  • Evening Differential: +$0.50 per hour (5:00pm–9:00pm).
  • Overnight Differential: +$1.00 per hour (9:01pm–6:00am).
  • Weekend Differential: +$1.00 per hour on Saturdays or Sundays.
• Monthly performance bonus: eligible after 90 days of active employment; up to $1,000.00 per month.
• Monthly attendance bonus: up to $250.00 per month (max $3,000 per year) after 90 days.
• Uncapped employee referral bonuses.
• Full benefits on Day1 of employment.
• 3 weeks paid vacation time and 10 days paid sick time.

• Perform remote security checks and virtual tours of customer locations, observing all areas for potential security vulnerabilities.
• Conduct virtual security escorts to safeguard customers during business opening, closing, or upon request.
• Communicate with customer locations using two‑way audio/video surveillance technology.
• Take appropriate action based on severity, including customer contact or requesting emergency services such as police, fire, or medical.
• Answer inbound phone calls to assist with resolving, escalating, or supporting security and system‑related inquiries from customers, employees, and vendors.
• Maintain accurate records and documentation in the system of record (automation system).
• Monitor, verify, and respond to alarm signals, placing outgoing telephone calls to verify validity.
• Perform video verification of alarms to confirm security breaches or emergency incidents.
• Notify 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.
• Interface offered learning courses may be necessary when pursuing further certification(s).

• High school diploma or GED equivalent.
• Two years of experience in customer service, call center, dispatch, or security roles (preferred).
• Excellent communication and interpersonal skills, with professionalism and care.
• Strong active listening skills to understand customer needs and provide timely, accurate responses.
• Working knowledge of Microsoft Office…