Dispatcher/Customer Service Representative

PPO#16545

GSG is a regional security firm that provides high quality, full-service, security in the Southwest and Northeast United States.

GSG specializes in 5 divisions: physical security, protective services, consulting, technology and training. Our expert leadership team has decades in experience and our company values are: professionalism, respect, open communication, training & education, empowerment, customer service and teamwork.

GSG Protective Services is looking for a dispatcher/operator. The dispatcher will play a crucial role in promoting a safe working environment by advising on safety measures, conducting risk assessments, and enforcing preventative measures. We currently have 1 opening for a GSOC Operator Full-Time or Part-time in the Los Angeles, CA, area. The GSOC Operator is responsible for providing primary and secondary service support in the areas of Security and Fire Alarm System Monitoring, Local and Mass Communications, and Local EMS dispatching of personnel. The GSOC Operator also leads global threat intelligence/incident monitoring, escalation, and alerting (24/7). This is not a typical security post where you observe and report. Please note that there are no set schedules. The shifts rotate every four months. We are seeking 2 more people to join our team. We will be conducting interviews this weekend and Monday

Essential Duties and Responsibilities

• Open source monitoring during special events, security incidents, disasters, and other crises on a global scope
• Ensure the protection of company staff, guests, and assets through a diligent monitoring of Access Control System, CCTV, Incident
• Make intelligent decisions in a manner that reflects maturity, patience, intelligence, and a cogent interpretation of all meaningful information
• Continuously monitor OSINT streams for any threats by external actors against Snap staff, assets, operations, or reputation and escalate threat intelligence to the Intelligence Team
• Answering phones; operate IP based telephone system
• Operating radio; use multi-channel communications
• Call logging; data entry
• Operations support; routing of call information to the appropriate units for handling
• Abide by procedures and protocols in place enable timely and effective response to incidents, alarms, notifications, calls, and other activities related to the GSOC and its role as a central alarm monitoring station.
• Receive and respond to emergency and non-emergency calls from employees, outside vendors, law enforcement, and the security field force via telephone, automated alarm monitoring and radio systems
• Ensure all systems, both hardware and software, are supported by the appropriate business unit(s) and are functioning properly.
• Process and evaluate information received from all available sources, and respond with the appropriate communication and/or dispatch procedures
• Support coordination with Security Operations staff to provide necessary documentation in support of uniformed guard force activity (e.g. Officer Dispatch, Incident Reporting, etc.)
• Basic understanding in incident response, Crisis Management, Incident Management, Emergency Response utilizing communication channels including Slack, Everbridge, email, video calls and phone systems.
• Perform additional tasks and duties as necessary to support client operations
• Additional tasks and duties may be assigned as necessary by GSG Protective Services

Specific Experience Required

• Work history to include demonstration of each of the following:
• Analytic and critical thinking skills with the ability to prepare reports
• Ability to use logic and reasoning to reach conclusions and approaches to problems
• Demonstrated high level of competency with computer systems (e.g., Microsoft software, VMS platforms, social media monitoring, etc.)
• Obtain an average typing speed of 45WPM
• Ability to communicate effectively with IT and Security System professionals
• Demonstrated ability to operate radio, telephone equipment and console monitors
• Flexibility to work various shifts and willingness to assist the team when needed
• Ability to adapt to a dynamic environment while working under stressful conditions

Skills Required

• Effective oral and written communication skills
• Must be able to work a flexible schedule on a variety of shifts
• Proficient computer skills to include Microsoft Office applications (e.g., Word, Excel, Outlook, Access, etc.)
• Ability to assess and evaluate situations effectively
• Ability to identify critical issues quickly and accurately
• Ability to research, investigate, compile information
• Planning and organizing skills
• Problem solving skills
• Coaching, mentoring, motivating skills
• Skilled in synthesizing facts, concepts, principles
• Ability to mediate conflict with tact. Must be able to work independently

Job Types: Full-time, Part-time

Pay: From $24.50 per hour

Expected hours: 32 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Every weekend
• Holidays
• Monday to Friday
• Morning shift
• Night shift
• Overtime
• Weekends as needed

Experience:

• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person