Escalations Specialist (Second Shift)

GardaWorld•Long Beach, CA

1d•Onsite

About The Position

ECAM is seeking a self-motivated Escalations Specialist to support its security operations. The role monitors live and recorded camera footage and camera alarms, assesses potential security risks, follows client-specific protocols, and takes appropriate action—including contacting authorities when necessary. The specialist also answers inbound calls, communicates with internal and external stakeholders, and handles sensitive information confidentially. The position requires multitasking across computer programs and working effectively in a fast-paced environment, including while observing and handling live criminal events.

Requirements

Authorization to work in the United States.
High school diploma or equivalent (GED).
Remain alert during working hours.
Ability to sit for long periods of time.
Strong typing skills, with a minimum speed of 40 words per minute.
Strong attention to detail.
Composure and ability to handle unexpected situations and stress.
Ability to make timely decisions under pressure and tight deadlines.
Sound decision-making using analysis, judgment, wisdom, and experience.
Proficiency in video monitoring software, Microsoft Office, and Google Maps.
Ability to work nights, weekends, and holidays as needed.

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.
Urgently contact appropriate authorities, such as police, fire services, or guards.
Answer inbound calls using a multi-line phone system.
Communicate with internal and external stakeholders.
Complete special projects as assigned, such as audits, process documentation, and research.
Monitor camera alarms for assigned sites or stations and respond based on observed events and their severity.
Multitask using different computer programs.
Work under pressure while observing and handling live criminal events.
Use Microsoft Word and Excel and Google Maps effectively.
Maintain the confidentiality of legally protected information.
Manage multiple priorities in a fast-paced environment.
Perform other duties as required.