AddressSecuritas Technology is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge, and technology power our connected ecosystem of health, safety and security solutions and services.
This position will be located in-person in Memphis, TN
Day shift, rotating schedule. 2-week schedule rotation: 8 p.m. to 8 a.m. 3 days on and 2 days off 1 week and 2 days on and 3 days off the following week
This position will be located in-person in Memphis, TN
Day shift, rotating schedule. 2-week schedule rotation: 8 p.m. to 8 a.m. 3 days on and 2 days off 1 week and 2 days on and 3 days off the following week
Position Summary:
Video Monitoring Specialist (VMS) is responsible for handling high volumes of video alarm activations. These video alarms may be a simple verification process (human activity) or a Threat Level Assessment in which observation skills will be required to assess live video activity for threating, or unusual activity. Video monitoring also may include an interactive service in which the VMS will use audio features to speak to and interact with persons on a monitored location. Also, a VMS may be called on to handle non-video alarms, such as burglary, fire, medical, and equipment failure alarms, received from a customer’s security system by following the action plans as listed on the customer’s account such as notifying the customer and/or emergency dispatch agencies. Monitoring specialists are also responsible for handling inbound calls from customers and/or emergency dispatch agencies requesting for additional information, technical support, and/or requesting for additional actions to be taken. Monitoring specialists are expected to perform their duties with a sense of urgency, empathy; while demonstrating professionalism, clear voice tone and telephone etiquette consistent with company policies and procedures. This position will work closely with the Monitoring Leads, Supervisors, and Managers to maintain service levels to meet company and customer service goals and objectives.
Duties/Responsibilities:
Acknowledge and process alarm activations as outlined in the customer’s action plan and associated site notes.- Effectively observe all video clips presented in automation and any necessary live video in order to determine the nature of the video alarm activation.
- Use audio and other interactive features to effectively communicate and interact with persons at a monitored location.
- Make outbound notification calls to customers and/or emergency dispatch agencies.
- Accurately document actions and information into customer account activity log.
- Utilize resources (i.e. NACS/Customer guide) to obtain account information that may be provide additional instructions outside of the action plans.
- Process inbound calls from customers and/or emergency dispatch agencies.
- Process inbound Audio Escort Calls.
- Provide basic technical assistance to trouble shoot customer issues.
- Route appropriate phone calls to other departments.
- Process alarm activations as directed
- Document and escalate customer complaints appropriately.
Skills/Abilities:
Ability to communicate effectively, professionally, and with etiquette through verbal and written communication towards customers, peers, and management.- Ability to operate and navigate a computer and various applications such as Microsoft Outlook, accessing and logging in/out of applications and utilizing multiple screens.
- Ability to navigate Mastermind and Immix software such as using basic functions, shortcut keys, and locating resources within software for use.
- Ability to effectively de-escalate customer complaints in order to resolve and/or identify serious concerns and escalating to management as appropriate.
- Ability to identify incorrect account information and forward to management/data services for review and correction
- Ability to understand and respond to signal information appropriately from tests initiated by customers/technicians
- Ability to interact and work with others from various backgrounds and experience levels.
- Ability to exercise sound judgement, including situational assessment, problem solving and decision-making skills.
Education and Experience:
High School Diploma or GED/equivalent required.- 6+ months experience in customer service and/or high call volume environment preferred.
- Department of Defense/Secret Service clearance preferred
- Law enforcement and/or TSA type experience helpful
Securitas Technology Offers Comprehensive Benefits Including:
- Opportunity for annual merit pay increases
- Shift differential based on shift
- Paid company training
- Medical, Dental, Vision, Life, Critical Illness, and Hospital Indemnity Coverage
- Company Paid Short Term and Long-Term Disability
- 401K with 60% Match up to 6% of salary
- Paid vacation, holiday and sick time
- Educational Assistance
- Exceptional growth opportunities
- Wide variety of employee discounts on travel, equipment, and more!
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
