Retail Security Guard

Department: Loss Prevention / Non-Retail Operations | Reports to: Profit Protection Manager | Status: Hourly, Non-Exempt

About the role

The Retail Security Guard protects employees, customers, and company assets while maintaining a safe and welcoming shopping environment. This role serves as a visible deterrent to theft, responds to emergencies, and resolves conflicts through de-escalation — never confrontation. High customer traffic demands constant vigilance and professionalism at all times.

Responsibilities

• Maintain a visible security presence to deter theft and criminal activity throughout the store.
• Monitor CCTV feeds and conduct routine patrols of all areas, including receiving docks, parking lots, entry points, blind spots, and emergency exits.
• Respond promptly to alarms, medical incidents, and emergencies; execute evacuation protocols and manage crowd control.
• Use de-escalation tactics to resolve conflicts with upset customers or potentially volatile individuals.
• Keep walkways, exits, and fire escapes clear and accessible; ensure parking lot traffic flows correctly.
• Enforce store policies, including restricted-area access and parking rules; prevent unauthorized entry to secured areas.
• Perform opening and closing security checks; verify all doors are closed and locked before leaving for the night.
• Document all security events in accurate incident logs and submit clear written reports using the Risk Limiter app on the company-provided phone.
• Coordinate with store management and emergency services; work as part of a team to maintain overall store safety.

Standards & Expectations

• Wear a clean, well-maintained uniform and carry proper identification at all times.
• Maintain a polite, respectful, and professional demeanor with customers and staff.
• No firearms permitted in the store — regardless of personal license status.
• No personal phone use while on duty; distractions will not be tolerated.
• Report suspicious behavior immediately and stay alert to surroundings at all times.

Performance Measures (KPIs)

• Patrol coverage: scheduled patrols completed daily.
• Response time: average time to respond to alarms/incidents and secure areas — without escalating the situation.
• Emergency handling: success rate of protocol execution, de-escalation outcomes, and staff feedback.
• Accountability: attendance and punctuality, policy compliance, and incident reporting adherence.

Qualifications

• Prior security, loss prevention, or customer-facing experience preferred; de-escalation training a plus.
• Ability to stand, walk, and patrol for full shifts, including opening and closing hours.
• Strong observation, communication, and written reporting skills.
• Completion of Vicente's Retail Security Training Program required upon hire.