Security Control Room Operator 1st​/2nd Shift- Mesa, AZ

Security Control Room Operator 1st/2nd Shift - Mesa, AZ

Pay: $23.48 per hour, based on experience. Benefits include paid time off, medical insurance, dental insurance, paid holidays, and pension/retirement benefits. Skill‑enhancing training and opportunities for career growth and promotion.

• Push/Report all appropriate operational matters in real‑time directly to the SOC Manager, Director of Operations, and members of senior management.
• Provide excellent customer service to all parties encountered while on duty.
• Act on all customer‑service related calls and either resolve them personally or refer issues to appropriate individuals; manage communications for emergency and non‑emergency calls for service (phone and email workstations); monitor email inboxes, work order service requests and all communication devices; prioritize and process incoming information according to procedure.
• Responsible for establishing, maintaining and reviewing schedules.
• Assist in the supervision and management of a team of security officers, training, coaching, development and support.
• Handle all escalated security issues or emergency situations appropriately. Coordinate emergency incidents with Security Team; notify, assist and direct external emergency personnel and internal Emergency Response Team as necessary.
• Acknowledge alarms and dispatch personnel as needed.
• Participate in regular training and scenario‑based security drills.
• Understand and execute emergency SOC protocols and general service SOC protocols.
• Perform SOC related projects and tasks as requested by the SOC Manager or Director of Operations.
• Compile daily SOC activities into shift reports; accurately ensure detailed shift pass‑downs are issued and followed; compile monthly, quarterly and annual SOC statistical data; author incident reports as described in SOC protocols.
• Perform other tasks and duties of a similar nature and scope as assigned.

• High School diploma or GED and at least 2 years of prior satisfactory employment as a security officer or in a customer service position.
• Experience in a heavy volume call center and dispatch preferred.
• Must be at least 21 years of age.
• Valid Security License required.
• Must read, write, speak and understand English.
• Proficiency with Microsoft Office software (Word, Access, Excel, PowerPoint).
• Ability to pass pre‑employment drug screen and criminal background check.
• Must maintain a working telephone number.
• Physical demands based on contract; must meet essential functions of the job.

EOE/M/F/D/V. #IND
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