Security Communications & Surveillance Operator - Full Time

Mall of America•Bloomington, MN

16h

About The Position

PURPOSE: To ensure safety and security of guests, team members, and tenants. Receive calls, respond, and handle requests for assistance from tenants, guests, and Mall staff.

Requirements

Must be at least 18 years of age.
High School diploma or equivalent.
Excellent guest service skills.
Excellent reading, writing, listening and verbal communication skills.
Excellent typing skills, able to pass required typing exercises.
Strong organizational and prioritization skills.
Able to remain calm in stressful situations, utilizing rational thinking and decision making.
Able to process multiple streams of information at once and respond effectively.
High aptitude for computers and ability to learn new programs and systems quickly strongly preferred.

Nice To Haves

Prior public safety or security dispatching experience preferred.
Prior MOA experience preferred.

Responsibilities

Promptly answer incoming radio and phone calls, prioritize requests for assistance, and dispatch appropriate personnel following established procedures.
Ask questions to interpret, analyze, and anticipate the caller’s situation to resolve their concern.
Assist guests over the phone, including giving directions, answering questions, and requesting department personnel.
Provide excellent guest service and maintain a professional, friendly manner in challenging situations and deescalate interactions with upset callers.
Request assistance from appropriate public safety agencies, as necessary.
Support officers in high stress, emergency situations by managing cameras and information.
Conduct safety system audits to ensure equipment is functioning properly.
Monitor Closed Circuit Television (CCTV), various alarm systems and respond to trouble signals.
Use MOA Dispatch software and radio systems.
Monitor Bloomington Police Department radio traffic and respond with pertinent information.
Write and maintain detailed and accurate logs and records with the Computer Aided Dispatch (CAD) software, at times while on the phone with MOA staff, guests, tenants, or law enforcement.
Compile digital video and audio footage for generated reports.
Enter, process, and retrieve computerized data as requested.
Maintain a high level of confidentiality, following MOA policy for sharing information when needed.
Communicate weather alerts to appropriate MOA personnel.
Continuously operate security cameras, by use of joystick and mouse controls, typing, and talking on the phone using a headset or handset.
Work a flexible schedule, including nights, weekends, holidays, high volume days, and emergencies.
Additional duties as assigned.