Security Alarm Dispatcher-12:00pm to 8:30pm - Training Provided!

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 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.

Responsibilities

• Perform remote security checks/virtual tours of customer locations, carefully observing all areas for potential security vulnerabilities, criminal and/or unusual activities.
• Conduct virtual security escorts to safeguard customers during business opening, closing and/or upon customer request.
• Communicate with customer locations using state-of-the-art two-way audio/video surveillance technology. Take appropriate action based on the severity or instruction provided, including customer contact and/or requesting emergency services such as police, fire, or medical services.
• 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 with the system of record (automation system).
• Monitor, verify and respond to alarm signals, placing outgoing telephone calls to verify validity of alarm signals. 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).
• All iSOC employees must comply with policies as stated 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 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 to requests.
• 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.

Benefits

• Full benefits on Day 1 of employment
• 3 weeks paid vacation time and 10 days paid sick time
• Uncapped employee referral bonuses
• Customer focused, energetic and engaging work culture working as one team
• Training is provided!
• Monthly Performance Bonus: up to $1,000 per month after 90 days
• Monthly Attendance Bonus: up to $250 per month after