• Treat all company guests, and visitors with personal, human-to-human interaction, and dignity.
• Think differently about operations center services and how they impact the customer experience. The Operator will have an impact on systems, processes, and quality standards which will enhance our exceptional service strategy.
• Responsible for viewing and monitoring the video surveillance television monitors for unauthorized and/or unsafe actions.
• Responsible for monitoring the access control system computer for visible and audible alarms.
• Responsible for the proper operation and monitoring of all life safety, gas storage, access control and loss prevention systems and related subsystems. Must be able to prioritize alarm criticality and utilize available resources effectively.
• Dispatch security personnel as required in the event of security or safety alarms, security systems service calls and emergency response dispatches.
• Interact with a variety of persons, including: companies, visitors, public safety officials, employees and the general public.
• Enforce company policies and procedures.
• Maintain Key control.
• Notify, assist, and direct emergency personnel as necessary.
• Dispatch patrol as needed.
• Complete job-related forms and/or logs and incident reports as needed.
• Participate in testing of security system on regular maintenance schedule.
• Observe and report all unusual activity.
• Report all building utility and service issues as observed and instructed to facilities.
• Monitor the movements and locations of all account security personnel in order to expedite service requests, and emergency response and to ensure employee safety.
• Responsible for proper operation and monitoring of all security telephone, paging, radio and intercom communication systems.
• As required provide training for new security operations center personnel.
• Manage employee, guest, and visitor comments and complaints with one-touch service. One-touch service means an Operator has the autonomy and authority to handle any customer needs.
• Create a positive emotional connection with company's guests, and visitors.
• Consistently deliver exceptional world-class security experience .
• Shall be discreet and maintain strict confidentiality.
• Must maintain composure in handling or diffusing difficult situations.
