Alarm Monitoring Dispatcher Part-time 5:30PM-9:30PM - Training Provided!

About the role

As a Level 1 iSOC Coordinator, you will play a critical role in maintaining the safety and security of Interface customers. Leveraging advanced two-way audio and video surveillance systems installed at customer locations, you will perform regular scheduled virtual security checks and tours. Coordinators help protect customers during key moments, such as business openings and closings. In addition to monitoring, you will serve as a primary point of contact for handling inbound inquiries from customers, employees, and vendors, addressing security concerns and resolving system-related questions. This position offers the opportunity to develop skills in security operations, customer communication, and emergency response, serving as a foundation for growth through the iSOC Coordinator levels.

Responsibilities

• Perform remote security checks and virtual tours of customer locations, observing all areas for potential security vulnerabilities, criminal, or unusual activities.
• Conduct virtual security escorts to safeguard customers during business opening, closing, or upon customer request.
• Communicate with customer locations using state-of-the-art two-way audio/video surveillance technology, taking appropriate action based on severity or instruction, including customer contact or dispatching emergency services (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 within the system of record (automation system).
• Complete Interface-offered learning courses as necessary when pursuing further certifications.
• Comply with policies as stated in the Interface Employee Handbook and Employee Safety Manual.

The iSOC Coordinator position is designed to ensure comprehensive security and life safety monitoring through three defined levels of responsibility: Level 1 - Security, Level 2 – Life Safety, and Level 3 - Interactive. Each level builds upon the previous, offering increasing complexity and authority in managing customer safety, alarm verification, and live interaction with monitored sites. All full-time coordinators will begin their security training with the TMA (The Monitoring Association) Operator course – an introduction to the security industry.

Requirements

• High school diploma or GED equivalent.
• 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.
• 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.

Work Environment

iSOC Coordinators work in a state-of-the-art security monitoring operations center, equipped with the latest technology in video surveillance, two-way audio communication systems, and intuitive alarm monitoring software. Operators are trained to handle multiple security events simultaneously, using advanced monitoring tools such as customized automation solutions, proprietary software integrations, and workstations designed for video monitoring efficiencies.

Pay

Starting pay rate: $20.00 per hour (not including shift differential).

• Standard Pay Rate: Applies to hours worked during the core daytime period (6:01 AM – 4:59 PM) on regularly scheduled business days.
• Evening Differential: +$0.50 per hour for hours worked between 5:00 PM and 9:00 PM.
• Overnight Differential: +$1.00 per hour for hours worked between 9:01 PM and 6:00 AM.
• Weekend Differential: +$1.00 per hour for any hours worked on Saturdays or Sundays (12:00 AM – 11:59 PM).

After 90 days of successful active employment, coordinators are eligible for the Performance Monthly Bonus Award Program, where employees can earn up to $100.00 in bonus awards each month based on specific metrics and eligibility criteria.

Schedule

Position requires availability between 5:30 PM and 9:30 PM, based on labor demands. Your work hours will be scheduled within this time range.

Start your training program with our Day 1 Orientation Class, which occurs bi-weekly. Next orientation classes: August 31 and September 14.

Location: On-site in office.

Benefits

• Uncapped employee referral bonuses.
• Customer-focused, energetic, and engaging work culture.
• Training is provided.