Customer Support Agent

Allied Universal • Wyoming, MI

5d • Onsite

About The Position

Allied Universal® is hiring a Security Intervention Specialist. The primary function of the Security Intervention Specialist is to monitor surveillance of all security and CCTV monitors on the facility and surrounding grounds, respond to event-driven alarms in a timely and effective manner, and document any activity and contact support systems in the event of an emergency. This is a full-time, on-site position in Grand Rapids, MI.

Requirements

• High school diploma or equivalent (e.g., GED)
• Must be able to obtain a TOPS Alarm System Monitoring License as part of our paid on-the-job training
• Minimum of one (1) year of experience in dispatching, security, customer service, or call center role
• Must be capable of working in a high-stress environment and effectively communicating, particularly during critical, life-or-death emergency situations
• Able to maintain high alert and use critical thinking to monitor customer sites and respond to any emerging situations
• Proficient in the basics of Microsoft Excel, Microsoft Outlook, and Microsoft Teams

Nice To Haves

• Previous experience troubleshooting CCTV security systems or controlling cameras
• Minimum of two years’ experience in law enforcement, security, or the military

Responsibilities

• Monitor a variety of live video footage and location dashboards for signs of suspicious or ongoing criminal activity, such as burglary, loitering, trespassing, and high-stress situations; follow client-specific protocols as needed
• Analyze, assess, and respond to system-generated alerts and event notifications promptly
• Initiate outbound calls or emails to notify customers, law enforcement, first responders, and management of critical events requiring their attention or response; prioritize and route emergency calls to appropriate first responders
• Answer inbound calls regarding customer inquiries and respond as necessary
• Prepare comprehensive post-situational reports and logs for customer distribution

Benefits

• Medical, dental, vision, retirement plan, basic life, AD&D, and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time is offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED