Video Surveillance Agent I

Mobile Video Guard • Bowie, MD

6d • $18 - $20 • Onsite

About The Position

The Video Surveillance Agent I observes and responds to urgent situations in a call center environment, serving as a liaison among clients, field officers, and emergency response personnel to ensure accurate, timely communication. As a key point of contact during emergencies, the agent uses good judgment and provides exceptional customer service to help protect people and property. This is a 100% on-site position with overnight hours; schedules may include evenings, weekends, and holidays.

The agent monitors client sites, provides continuous surveillance, evaluates and prioritizes events, and follows client post orders and established procedures when responding. The role also includes documenting events, maintaining and updating database information, communicating serious situations to clients and relevant response personnel, and providing administrative support to the RTOC and shift supervisors. The agent may assist with projects to improve operations, including testing and evaluating security technologies.

Candidates must have a high school diploma or equivalent and customer service experience. Company training is assigned. Employment is contingent on passing the pre-employment process, including drug testing and a background check.

Requirements

• High school diploma or equivalent.
• Customer service experience.
• Pass the pre-employment process, including drug testing and a background check.

Nice To Haves

• At least one year of customer service experience.
• Basic computer skills.
• Excellent verbal and written communication skills, with clear and concise communication.
• Excellent organizational skills and attention to detail.
• Strong problem-solving skills.
• Ability to handle multiple priorities in a fast-paced environment.
• Ability to act with integrity, professionalism, and confidentiality.
• A commitment to continuously seeking process improvement.
• Excellent customer service skills.

Responsibilities

• Monitor client sites and dispatch police departments as needed.
• Provide continuous observation and surveillance for client sites.
• Coordinate efforts to safeguard assets and enhance the safety of patrons and staff.
• Report incidents or suspicious activity to client representatives or company management using established procedures.
• Prioritize and manage critical and non-critical events, including access control, safety breaches, intrusion detection, video tours, and emergency response.
• Evaluate events and follow client post orders to determine the appropriate response.
• Gather data and documents in the appropriate systems.
• Notify clients, field management, law enforcement, or EMS about serious safety, business-jeopardy, or other operational situations.
• Provide event histories and update information as appropriate.
• Document daily activity and incident reports in the company’s online system with concise, detailed, and accurate information.
• Provide ongoing administrative support to the RTOC and shift supervisors.
• Advise shift supervisors of updates to contact profiles, database information, or procedures.
• Obtain updates from clients and field supervisors and update the RTOC database.
• Assist with or initiate projects that improve the efficiency of the MVG Operation Center, including testing and evaluating security technologies.
• Deliver excellent customer service.
• Enforce the company safety program with zero tolerance at the project site and ensure the quality control plan is enforced.
• Perform other duties as assigned.

Benefits

• Eligibility for health, dental, and vision insurance.
• 401(k) with employer match.
• Paid time off.
• Short-term disability, long-term disability, and life insurance.
• Paid parental leave after one year of work.
• Vacation reimbursement program.
• Eligible for overtime and shift differential hours.

What This Job Offers

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