Escalations Specialist (Second Shift)

GardaWorld•Long Beach, CA

15d•Onsite

About The Position

ECAM is seeking a self-motivated, detail-oriented Escalations Specialist to support security operations and customer service. The role monitors live and recorded camera footage and camera alarms, assesses potential security risks, follows client-specific requirements and protocols, and acts promptly when suspicious activity is identified. Duties include deterring unwanted activity, contacting appropriate authorities when necessary, answering inbound calls, and communicating with internal and external stakeholders. The position also involves multitasking across computer programs, handling sensitive information confidentially, and completing special projects and other assigned duties. The role is based in Long Beach, California, and is full-time with varying days and a scheduled shift of 2:00 p.m. to 10:30 p.m. Availability to work nights, weekends, and holidays as needed is required, and overtime may be required based on business needs. The listed pay is $20.00 per hour.

Requirements

Authorized to work in the United States.
High school diploma or equivalent (GED).
Remain alert throughout working hours.
Ability to sit for long periods.
Strong typing skills, with a minimum speed of 40 words per minute.
Strong attention to detail.
Composure and ability to handle stress and unexpected situations.
Timely decision-making under tight deadlines and pressure.
Sound decision quality, using analysis, judgment, wisdom, and experience.
Ability to multitask and manage multiple priorities in a fast-paced environment.
Experience with Microsoft Office, including Word and Excel.
Ability to effectively use Google Maps.
Proficiency in video monitoring software.

Responsibilities

Review camera footage and assess potential security risk events.
Understand and follow client-specific requirements and protocols.
Deter suspicious or unwanted activity on client property.
Contact appropriate authorities, such as police, fire services, or security guards, with urgency when needed.
Answer inbound calls using a multi-line phone system.
Communicate with internal and external stakeholders.
Monitor camera alarms for assigned sites or stations and respond according to the events and observed activity severity.
Multitask using different computer programs.
Work under pressure while observing and handling live criminal events.
Complete special projects such as audits, process documentation, and research.
Maintain confidentiality of legally protected information.
Perform other duties as required.