Remote Guarding Officer in Rockford, IL at Securitas Security Services USA

Date Posted: 2/18/2021

Job Snapshot

Job Description


Provide live video surveillance and monitor activity for Securitas Operation Center (SOC)clients through the use of appropriate systems and software applications. Observe and respond timely to urgent situations in a call center environment. Act as a liaison between client, field office, and emergency response personnel to ensure accurate and timely communication. Provide responsive and reliable assistance by exercising good judgment and by using good customer service skills at all times. Take proper action to assure that the Company is providing the best service to its customers and clients. The position serves as the key point of contact while ensuring the safety and welfare of life and property.

The  functions  listed  describe  the  business  purpose  of  this  job  or  position.  Specific  duties  or  tasks  may  vary  and  be documented separately.  An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

1.Provide  continuous observation and  surveillance of client  sites. Coordinate  efforts to effectively safeguard assets and enhance the safety  of  patrons  and  staff.  Report  incidents  or  suspicious  activity to  client  representatives  or  company management utilizing  established  procedures. Responsible  for the  prioritization  and  management  of critical  and non-critical events  including  but  not  limited  to access control, safety breaches, intrusion  detection, video tours and emergency response. 
2.Respond appropriately to events by evaluating the situation and reviewing the client post orders on what procedures to follow for each request type. Gather data and document proper systems as required. Inform client or field management of any serious safety, business jeopardy or other operational situations. 
3.Provide  event  history  and  update  information  as  appropriate. Produce standardized written Incident  Reports that  are concise, informative and accurate.
4.Provide ongoing administrative support for the SOC and assistance to shift supervision. Advise shift supervision of any changes  in contact profiles, database  information or  procedure that  needs  to  be  updated.  Seek  out  updates  when communicating  with clients  and field  management  so  that  the SOC database  information  is  current,  to  proficiently respond to field operation requirements.
5.Ensure that departmental standards regarding quality and productivity are maintained.
6.Assist  with  and/or  initiate  projects  that  improve  the  overall  efficiency  of the Securitas  Operation Center (provide assistance in testing and evaluation of new security technologies). 
7.Perform  customer  service  functions  including  call  handling  as  dictated  by  operational  needs. Assist  with  special projects and perform other duties as requested by management.

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

Technical Aptitude: 
  • Computer literate
  • Ability to type a minimum of 25 words per minute
  • Demonstrated proficiency in office software applications including Word, Excel, and  Outlook
Communication Skills: 
  • Must be able to communicate effectively in English(speak, read, and write)
  • Must possess excellent verbal and written skills, including good grammar
  • Clear, professional, and pleasant speaking voice and courteous telephone manner
  • Ability to listen to calls and respond verbally while documenting in writing simultaneously
  • Ability to deal with foreign accents and irate callers
Customer Service Skills: 
  • Strong customer service and results orientation
  • Ability to interact effectively with both company and client representatives across all levels
  • Ability  to  remain  calm  and  focused  during  emergency  situations while   making  decisions in a fast-paced environment
  • Previous call center experience is a plus

Education/Experience: High School Diploma or GED required. Military, and/or law enforcement, and/or security background preferred with one to two years of customer service and administrative experience in an office setting or call center environment.

Competencies (as demonstrated through experience, training, and/or testing):
  • Must be highly task and detail-oriented, dependable and reliable and possess strong work ethic
  • Knowledge of standard office procedures and practices
  • Good organization and time management skills are essential characteristics utilized by this position 
  • Able to handle multiple priorities in a fast-paced environment
  • Possess professional and positive demeanor
Flexibility: *SOC operates 24 hours per day 7 days a week 365 days a year*
  • Must have the ability to work shift times that are not normal business hours of operation
  • May be required to work holidays
  • Maintain excellent attendance
  • Dependably report to work on time for assigned schedule
  • Adaptable to schedule changes, which consist of more(or less) time flexibility

Working Conditions and Physical/Mental Demands:
With or  without reasonable  accommodation, requires the  physical  and  mental capacity to perform effectively all essential functions.  In addition to other demands, the demands of the job include:
  • Must  undergo  and  meet  company  standards  for  background  and  reference  checks,  controlled  substance  testing, and behavioral selection survey
  • Maintaining composure in dealing with clients, prospects,  and staff in group settings and in situations requiring high performance and results
  • Close vision, distance vision, and ability to adjust focus
  • Regular talking and hearing
  • Receiving automatically connected phone calls from an ACD phone system
  • Wearing of a headset throughout work shift
  • Ability  to monitor surveillance  video  for extended periods  of  time while working  on  a  personal  computer and maintaining focus on task