Call Center Operator

DK Security is Michigan’s fastest-growing security company. Established in 1995, we began as an investigations firm and quickly expanded to provide uniform security, event staff security, loss prevention services, and more based on the needs of our clients. We offer opportunities for growth, development, and teamwork in a professional setting that serves a critical purpose.

About the role

Command Center Operators are an integral part of DK's team, providing 24/7 support to our corporate management, field supervisors, employees, customers, and clients. Operators handle a multi-line switchboard, process pre-employment background screenings, manage company-wide payroll, and deliver outstanding customer service.

Responsibilities

• Provide excellent customer service to clients, customers, and coworkers.
• Assist calling parties with emergency, security, and general assistance needs.
• Dispatch personnel for emergency and non-emergency response following established procedures.
• Use computer-aided software to document complaints and process anonymous tip line calls accurately and quickly.
• Serve as an information resource for DK employees and clients, locating additional information as needed.
• Process and report background screen requests and company-wide payroll.
• Monitor an anonymous Whistleblower hotline and prepare thorough reports for clients.
• Monitor CCTV systems using recording devices.
• Operate, test, and perform data entry for computerized and electronic equipment used in access control, fire, and security systems.
• Prepare reports, activity logs, and files; assist in maintaining and distributing records.
• Assist security and event staff with scheduling, payroll processing, and filling missed shifts.
• Follow site-specific post guidelines and document daily activities and incident reports.
• Perform other duties as assigned.

Requirements

• Must be at least 18 years old.
• Must be of good moral character with no felony convictions or misdemeanor convictions for criminal sexual conduct, theft, assault, or crimes of moral turpitude.
• Must have impeccable grooming and present a friendly, positive, professional image.
• Must possess above-average customer service skills.
• High school diploma or GED required; some college experience preferred.
• Thorough knowledge of emergency procedures and ability to manage emergency situations while handling normal control center functions.
• Ability to multi-task and maintain confidentiality.
• Ability to prioritize decisions based on policies and procedures.
• Ability to interact effectively with personnel at all levels, outside agencies, and the general public.
• Excellent verbal, written, and interpersonal communication skills in English, including problem-solving and de-escalation in a non-confrontational manner.

Skills

• Multi-line switchboard operation
• Computer-aided complaint documentation and tip line processing
• Background screening and payroll processing
• CCTV system monitoring
• Access control, fire, and security system operation and data entry
• Report preparation and record-keeping

Benefits

• Medical Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance

Pay

$18.00/hour

Schedule

Full Time (30+ hours per week)
Tuesday & Thursday: 1600–0000
Saturday & Sunday: 1400–2200