Security and Front Desk CSR Lead

CareOregon•Portland, OR

13d•$23 - $28•Onsite

About The Position

The Security and Front Desk Customer Service Representative Lead is the initial point of in-person contact for employees, members and visitors of CareOregon. The position provides customer service by providing reception and general information as well as directing visitors, contractors and deliveries to the proper location. This role is also responsible for conducting all initial/first line security assessments of people and objects entering CareOregon facilities and is equipped to attempt de-escalation and/or make the first call to law enforcement if necessary. The position provides other routine physical security services, including alarms monitoring, incident response, access control monitoring, providing basic first aid, etc. As a Lead, the role operates in a team leadership capacity, assisting the supervisor with essential functions and serving as a resource to staff.

Requirements

Minimum 1 year experience in security and customer service roles
Oregon Department of Public Safety Standards and Training (DPSST) unarmed security professional certification OR qualify for DPSST Temporary Work Permit at time of hire
Oregon DPSST unarmed security professional certification must be obtained within 120 days of the Temporary Work Permit issue date
First Aid and CPR certified upon hire or obtained within 90 days of hire
Private security staff must be at least 18 years of age
Ability to make rapid assessments of escalating situations
Ability to articulate complex issues in an easy-to-understand manner
Ability to contribute ideas and information in department meetings
Ability to educate, give concise information and directions, and follow instructions
Ability to work in a fast-paced environment and manage multiple tasks
Excellent communication and customer service skills, including the ability to interact professionally, patiently, and courteously with customers over the phone and in person
Strong active-listening and problem-solving skills
Effective written communication skills
Strong organizational skills
Ability to attend to detail and be accurate
Effective time-management skills; ability to meet deadlines
Ability to use Microsoft Word, Outlook, Excel, SharePoint
Ability to use cloud-based access control software system
Ability to use online Call Tracking system to document all activities and communication with members
Ability to use cloud-based visitor management system
Ability to learn and utilize new software and technology
Ability to use two-way radio to effectively communicate during routine security checks, drills and emergencies
Ability to integrate with an existing team and share best practices
Ability to contribute to department improvements
Ability to commit to improving quality and productivity
Ability to adhere to a set schedule and demonstrate excellent attendance
Ability to work effectively with others in an environment with diverse individuals and groups
Familiarity with the Incident Command System
Possess a high degree of initiative and motivation along with the ability to effectively collaborate and plan with coworkers and others
Ability to work effectively with diverse individuals and groups
Ability to learn, focus, understand, and evaluate information and determine appropriate actions
Ability to accept direction and feedback, as well as tolerate and manage stress
Ability to see, read, hear, and speak clearly for at least 6 hours/day
Ability to stand, walk, sit, and perform repetitive finger and wrist movement for at least 3-6 hours/day
Ability to push, pull, climb stairs, bend, and pinch small objects for at least 3 hours/day

Nice To Haves

Experience with people and/or project leadership
More than 1 year of security and customer service experience in a health care, call center, claims and/or hospitality environment

Responsibilities

Greet and direct members, contractors, and visitors to CareOregon facilities.
Provide initial security screening of all people entering CareOregon facilities.
Understand local and state laws related to physical security and unauthorized individuals.
Maintain situational and community awareness for potential threats or risks to CareOregon employees, members, visitors, and property.
Maintain and monitor access control at CareOregon facilities, including employee access badges.
Treat all customers with honesty, courtesy, dignity, and respect; maintain confidentiality as appropriate.
Provide customers with professional, timely and competent service; escort visitors as needed.
Monitor CCTV, monitor alarms, conduct building rounds, and perform other routine security services.
Provide security incident response and/or investigation as needed, including escalating to law enforcement if necessary.
Create clear, concise incident reporting documentation.
Provide scene assessment of emergencies and perform basic first aid as needed.
Support internal employee parking garage administration.
Cross matrix and support work within other departments, including but not limited to, Mail Room, Facilities, Safety and Disaster Preparedness.
Support High Rise Building Evacuation Team as needed during drills and emergencies.
Provide proactive, value-added service by identifying and reporting building issues.
Consistently meet or exceed Department and Company standards and expectations, including but not limited to quality, production, and attendance.
May need to provide notary services, depending on office location.
Provide leadership for a team in support of team direction and goals.
Provide input into staffing needs; assist in recruiting and hiring staff, using an equity, diversity, and inclusion lens.
Participate in organizing, scheduling, monitoring, and improving work; help ensure employees have information to meet job expectations and have coverage during absences.
Contribute to the development, communication, and oversight of team and individual goals.
Train, lead, and coach employees; may facilitate team meetings.
Incorporate guidance from CareOregon equity tools into people leadership.
Help monitor employee adherence to department and organizational standards, policies, and procedures.
Assist in evaluating employee performance, providing feedback to support success, recognizing strong performance, and addressing performance gaps and accountability (corrective action).
Perform lead tasks in collaboration with Human Resources as needed.
Perform work in alignment with the organization’s mission, vision and values.
Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
Strive to meet annual business goals in support of the organization’s strategic goals.
Adhere to the organization’s policies, procedures and other relevant compliance needs.
Perform other duties as needed.

Benefits

medical, dental, vision, life, AD&D, and disability insurance
health savings account
flexible spending account(s)
lifestyle spending account
employee assistance program
wellness program
discounts
multiple supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings, etc.)
strong retirement plan with employer contributions
Paid State Sick Time
paid holidays
volunteer time
jury duty
bereavement leave