Alarm Monitor - Customer Service

GardaWorld•St. Louis, MO

2d•Onsite

About The Position

The Alarm Monitor (NSOC Operator) monitors and maintains the operational integrity of GardaWorld’s fleet, applications, and processes. The role oversees the real-time flow of information, responds to phone calls, and monitors events to support the safety and security of personnel, clients, and assets. Success requires attention to detail, sound decision-making, and effective communication and coordination with stakeholders. The position is based at the work site in St. Louis, Missouri. The posting lists a full-time second-shift opening from 3:00 PM to 11:30 PM, with specific days to be discussed during the interview process. The position also calls for willingness to work a 24/7 rotating shift schedule, including nights, weekends, and holidays.

Requirements

High school diploma or equivalent.
Willingness to work a 24/7 rotating shift schedule, including nights, weekends, and holidays.
Ability to prioritize and manage multiple demands.
Ability to work effectively alone or as part of a team and interact with all levels of the organization.
Ability to interpret a variety of written or verbal instructions.
Positive attitude, ethics, and values that support the company's values, team, environment, and high-performance culture.
Authorized to work in the United States.
Ability to pass an extensive screening process, including a drug screen and background check.
Strong written and oral communication, problem-solving, relationship management, ethical practice, and resilience.
Highly organized, self-motivated, and able to demonstrate a high sense of urgency, integrity, adaptability, and a process-driven mentality.

Nice To Haves

Additional education in security, emergency management, or related fields.
Prior experience working in a call center or customer service environment is highly preferred.
Hands-on approach, results-oriented and people-oriented outlook, and ability to develop relationships at all levels.
Stable, progressive work history.

Responsibilities

Monitor and analyze real-time data feeds, including cameras, alarms, and communication systems.
Respond promptly to phone calls, alarms, and emergencies by following established protocols and procedures.
Coordinate with internal corporate departments and local branches to manage events effectively.
Maintain accurate records of events, actions taken, and communications in the incident logging database tool.
Provide clear and concise communications and timely updates to stakeholders during events.
Collaborate with GardaWorld personnel and other relevant parties to resolve issues swiftly.
Identify and report potential security vulnerabilities or equipment malfunctions for further investigation.
Assist in developing and improving standard operating procedures for the NSOC.
Participate in training and drills to improve effectiveness and efficiency.
Maintain a professional demeanor and manage stress in high-pressure situations.