Security and Front Desk Customer Svc Rep

Initial point of in-person contact for employees, members, and visitors of CareOregon. Provides customer service, reception, and general information, and directs visitors, contractors, and deliveries. Conducts first-line security assessments, de-escalation, and incident response, including contacting law enforcement if necessary. Performs routine physical security services such as alarms monitoring, access control, and basic first aid.

Responsibilities

• Greet and direct members, contractors, and visitors to CareOregon facilities.
• Provide initial security screening of all people entering CareOregon facilities.
• Understand local and state laws related to physical security and unauthorized individuals.
• Maintain situational and community awareness for potential threats or risks to CareOregon employees, members, visitors, and property.
• Maintain and monitor access control at CareOregon facilities, including employee access badges.
• Treat all customers with honesty, courtesy, dignity, and respect; maintain confidentiality as appropriate.
• Provide customers with professional, timely, and competent service; escort visitors as needed.
• Monitor CCTV, monitor alarms, conduct building rounds, and perform other routine security services.
• Provide security incident response and/or investigation as needed, including escalating to law enforcement if necessary.
• Create clear, concise incident reporting documentation.
• Provide scene assessment of emergencies and perform basic first aid as needed.
• Support internal employee parking garage administration.
• Cross-matrix and support work within other departments, including Mail Room, Facilities, Safety, and Disaster Preparedness.
• Support High Rise Building Evacuation Team as needed during drills and emergencies.
• Provide proactive, value-added service by identifying and reporting building issues.
• Consistently meet or exceed Department and Company standards and expectations including quality, production, and attendance.
• May provide notary services, depending on office location.

Requirements

• Minimum 1 year of experience in customer service roles.
• Minimum 6 months of experience in physical security service roles (e.g., Security Officer, Unarmed Security Guard, etc.).
• Oregon Department of Public Safety Standards and Training (DPSST) unarmed security professional certification — OR — qualify for DPSST Temporary Work Permit at time of hire.
• Oregon DPSST unarmed security professional certification must be obtained within 120 days of the Temporary Work Permit issue date.
• First Aid and CPR certified upon hire or obtained within 90 days of hire.
• Private security staff must be at least 18 years of age.

Preferred Qualifications

• More than 1 year of experience in physical security service roles.
• Customer service experience within a health care, call center, claims, or hospitality environment.

Skills

Required Knowledge

• Familiarity with the Incident Command System.

Skills and Abilities

• Ability to make rapid assessments of escalating situations.
• Ability to articulate complex issues in an easy-to-understand manner.
• Ability to contribute ideas and information in department meetings.
• Ability to educate, give concise information and directions, and follow instructions.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Excellent communication and customer service skills, including the ability to interact professionally, patiently, and courteously with customers over the phone and in person.
• Strong active-listening and problem-solving skills.
• Effective written communication skills.
• Strong organizational skills.
• Ability to attend to detail and be accurate.
• Effective time-management skills; ability to meet deadlines.
• Ability to use Microsoft Word, Outlook, Excel, SharePoint.
• Ability to use cloud-based access control software system.
• Ability to use online Call Tracking system to document all activities and communication with members.
• Ability to use cloud-based visitor management system.
• Ability to learn and utilize new software and technology.
• Ability to use two-way radio to effectively communicate during routine security checks, drills, and emergencies.
• Ability to integrate with an existing team and share best practices.
• Ability to contribute to department improvements.
• Ability to commit to improving quality and productivity.
• Ability to adhere to a set schedule and demonstrate excellent attendance.
• Ability to work effectively with others in an environment with diverse individuals and groups.
• Possess a high degree of initiative and motivation along with the ability to effectively collaborate and plan with coworkers and others.
• Ability to work effectively with diverse individuals and groups.
• Ability to learn, focus, understand, and evaluate information and determine appropriate actions.
• Ability to accept direction and feedback, as well as tolerate and manage stress.
• Ability to see, read, hear, and speak clearly for at least 6 hours/day.
• Ability to stand, walk, sit, and perform repetitive finger and wrist movement for at least 3-6 hours/day.
• Ability to push, pull, climb stairs, bend, and pinch small objects for at least 3 hours/day.

Working Conditions

• Work Environment(s): Indoor/Office, Facilities/Security, Outdoor.
• Member/Patient Facing: In Person.
• Hazards: May include, but not limited to, physical, ergonomic, chemical, and biological hazards.
• Equipment: General office equipment, multiple line telephone, portable radio, first-aid equipment, AED.
• Travel: This position may occasionally include required or optional travel outside of the workplace; the employee’s personal vehicle, local transit, or other means of transportation may be used.
• Work Location: Office - 4 days/week.

Schedule

Four (10) hour shifts during business hours (Monday – Friday, 7:00 AM to 6:00 PM). One midweek day off.

Pay

Estimated hiring range: $23.28 - $28.45 per hour. Bonus target: 5% annual (SIP Target).

Benefits

• Strong Total Rewards Program including competitive pay and bonus opportunity.
• Comprehensive benefits package for eligible employees, beginning on the first of the month on or after their start date.
• Medical, dental, vision, life, AD&D, and disability insurance.
• Health savings account, flexible spending account(s), lifestyle spending account.
• Employee assistance program, wellness program, discounts, and multiple supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings, etc.).
• Strong retirement plan with employer contributions.
• PTO and Paid State Sick Time accrual based on hours worked/scheduled hours and the primary work state.
• Paid holidays, volunteer time, jury duty, bereavement leave, and more, depending on eligibility.
• Non-benefits eligible employees enjoy 401(k) contributions, Paid State Sick Time, wellness and employee assistance program benefits, and other perks.