Coordinator, iSOC Level 3 (Interactive)-6am-4:30p

About the role

As a Level 3 iSOC Coordinator you will take on advanced responsibilities, managing real‑time interactions and interventions during critical security events. Building on 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. The role demands quick thinking, authoritative communication, alarm verification, video monitoring, rapid decision‑making, and clear interaction with customers and emergency personnel. You will not only respond to alarms but also provide solutions by directly addressing security violations, contributing greater responsibility and impact in a fast‑paced, technology‑driven environment.

Responsibilities

• Perform remote security checks/virtual tours of customer locations, observing for potential security vulnerabilities, criminal or unusual activities.
• 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 and take appropriate action based on severity or instructions, including contacting emergency services.
• Answer inbound phone calls to resolve, escalate, or support security and system‑related inquiries from customers, employees, and vendors.
• Maintain accurate records and documentation in the automation system.
• Monitor, verify, and respond to alarm signals; place outgoing calls to verify alarm validity and perform video verification.
• Notify specified individuals via telephone of alarms or events 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, using two‑way audio to communicate directly with individuals at monitored sites.
• Intervene during real‑time incidents, projecting authority and maintaining clear communication to handle loitering, trespassing, or other security violations, often requiring de‑escalation or rapid decision‑making.
• Document all interactions and ensure proper follow‑up to resolve incidents.
• Generate detailed reports on alarm responses and life‑safety interventions.
• Complete learning courses as needed for further certification(s).
• Comply with policies outlined in the Interface Employee Handbook and Employee Safety Manual.

Qualifications

• 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.
• Strong active listening skills.
• Working knowledge of Microsoft Office applications.
• Ability to maintain a calm and positive demeanor in high‑pressure situations.

Benefits

• Full benefits starting on Day 1 of employment.
• Three weeks paid vacation time and ten days paid sick time.
• Uncapped employee referral bonuses.
• Customer‑focused, energetic, and engaging work culture.
• Training provided.

Pay

Starting Pay Rate: $22.00 per hour (not including shift differential).

Shift Differentials:

• 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).

Monthly Performance Bonus: Eligible after 90 days of active employment; up to $1,000 per month based on specific metrics.

Monthly Attendance Bonus: Eligible after 90 days of active employment; up to $250 per month (up to $3,000 per year) based on attendance criteria.

Schedule

Shift Hours: Availability required between [insert time range]; 8–10 hour shifts (flexible number of days per week). Work schedule may include weekends and holidays as Interface Systems operates 24 hours a day, 7 days a week, 365 days a year.