Security Alarm Dispatcher- 9pm-5:30am

Interface Systems•Saint Louis, MO

6d•Onsite

About The Position

As a Level 3 iSOC Coordinator, you will manage real-time interactions and interventions during critical security events. The role includes alarm verification, video monitoring, rapid decision-making, and clear communication with customers and emergency personnel. You will use two-way audio systems to address security violations, manage incidents such as trespassing, and de-escalate potential threats at monitored sites. The position is based on-site in a state-of-the-art security monitoring operations center. Coordinators use video surveillance, two-way audio communication systems, alarm monitoring software, customized automation solutions, proprietary software integrations, and video-monitoring workstations. Operators are trained to handle multiple security events simultaneously. The role requires availability for scheduled shifts between 9:00 p.m. and 5:30 a.m. Shifts may be 8 or 10 hours, with schedules based on labor demands. The operation runs 24 hours a day, 7 days a week, 365 days a year, so the regular schedule includes weekends and holidays. Training is provided, and the company may require learning courses when pursuing further certifications.

Requirements

High school diploma or GED equivalent.
Excellent communication and interpersonal skills, with professionalism and care in all interactions.
Strong active listening skills to understand customer needs and provide timely, accurate responses.
Working knowledge of Microsoft Office applications.
Ability to maintain a calm, positive, and professional demeanor in high-pressure situations.
Ability to work a schedule that includes weekends and holidays.

Nice To Haves

Two years of experience in customer service, call center, dispatch, or security roles.

Responsibilities

Perform remote security checks and virtual tours of customer locations, watching for vulnerabilities, criminal activity, and unusual activity.
Conduct virtual security escorts during business opening or closing, or upon customer request.
Communicate with customer locations using two-way audio and video surveillance technology.
Take appropriate action based on incident severity or customer instructions, including contacting customers or requesting police, fire, or medical services.
Answer inbound calls and assist with resolving, escalating, or supporting security- and system-related inquiries from customers, employees, and vendors.
Maintain accurate records and documentation in the system of record.
Monitor, verify, and respond to alarm signals, including placing outgoing calls to verify alarms.
Perform video verification of alarms to confirm security breaches or emergency incidents.
Notify designated individuals of alarms or events by telephone according to customer-specific instructions.
Dispatch and communicate alarm information clearly, promptly, and accurately to emergency personnel to support life safety.
Provide basic alarm support, including arming, disarming, and helping reset alarms or signals.
Manage live audio interactions in response to alarm events or customer requests, communicating directly with people at monitored sites.
Use two-way audio to intervene in real-time incidents with clear, authoritative communication.
Address loitering, trespassing, and other security violations, using de-escalation and rapid decision-making as needed.
Document interactions and ensure appropriate follow-up and incident resolution.
Generate detailed reports on alarm responses and life safety interventions.
Comply with the Interface Employee Handbook and Employee Safety Manual.

Benefits

Full benefits beginning on the first day of employment.
Three weeks of paid vacation and 10 days of paid sick time.
Uncapped employee referral bonuses.
Evening shift differential of $0.50 per hour for hours worked from 5:00 p.m. to 9:00 p.m.
Overnight shift differential of $1.00 per hour for hours worked from 9:01 p.m. to 6:00 a.m.
Weekend shift differential of $1.00 per hour for hours worked on Saturdays or Sundays.
Eligibility for a monthly performance bonus after 90 days of successful active employment, with awards of up to $1,000 per month.
Eligibility for a monthly attendance bonus after 90 days of successful active employment; full-time employees can earn up to $250 per month.
A $500 hiring bonus for newly hired St. Louis iSOC employees, paid in two installments subject to continued employment on the payout dates.
Training is provided.