Security Operations Dispatcher - Denver Corporate Office-Denver, CO Job at HSS Inc.
Overview:
HSS specializes in managed security services in both physical and virtual high-risk environments – keeping the excitement out of security since 1967. We partner and serve with organizations in healthcare, aviation, government, oil and gas, schools, and other settings where safety and security are top of mind. With nearly 3,500 highly knowledgeable security and support staff, HSS protects its partners and communities through healthcare technology management, integrated security services solutions, and an ingrained ability to assess and de-escalate situations in physical security. The combination of our experience and the way we deliver it through Our Agnostic Approach helps our customers stay calm and focused on what they need to do to keep their enterprises running smoothly. Headquartered in Denver, Colorado, the company provides services nationally and maintains a presence in most states. HSS is one of only a few companies to have earned leading industry designation and certifications – and maintained a positive customer retention rate since the company’s inception. More information about HSS can be found at hss-us.com.
Position Summary
The Dispatcher is an essential part of the Support Operations Center (SOC) which operates 24 hours per day, seven days per week. The SOC provides critical on-demand service to HSS customers. The Dispatcher directly provides service to customers by handling incoming calls for security services and distributing them to the security officers in the field. The Dispatcher also handles incoming alarm signals by acknowledging and distributing them to the proper officers in a timely manner.
Responsibilities:
Physical Demands & Work Environment
While performing the duties of this position, individual may be required to sit for extended periods using computer and telephone equipment in a typical office setting. May lift and carry up to 10 lbs. Will use normal range of vision, hearing, and speaking. Frequently engages in mental concentration, analysis and formulation.
Our full-time positions offer role specific on-the-job training, career paths, and a full range of benefits:
Compensation is determined by factors like training or experience, work history, geographic location, and travel requirements. The Company complies with all state and local wage and hour laws and the minimum pay range will always be at or above the applicable minimum wage.
HSS will consider all qualified applicants without regard to race, color, religion, sex, national origin or any other status protected by law.
HSS specializes in managed security services in both physical and virtual high-risk environments – keeping the excitement out of security since 1967. We partner and serve with organizations in healthcare, aviation, government, oil and gas, schools, and other settings where safety and security are top of mind. With nearly 3,500 highly knowledgeable security and support staff, HSS protects its partners and communities through healthcare technology management, integrated security services solutions, and an ingrained ability to assess and de-escalate situations in physical security. The combination of our experience and the way we deliver it through Our Agnostic Approach helps our customers stay calm and focused on what they need to do to keep their enterprises running smoothly. Headquartered in Denver, Colorado, the company provides services nationally and maintains a presence in most states. HSS is one of only a few companies to have earned leading industry designation and certifications – and maintained a positive customer retention rate since the company’s inception. More information about HSS can be found at hss-us.com.
Position Summary
The Dispatcher is an essential part of the Support Operations Center (SOC) which operates 24 hours per day, seven days per week. The SOC provides critical on-demand service to HSS customers. The Dispatcher directly provides service to customers by handling incoming calls for security services and distributing them to the security officers in the field. The Dispatcher also handles incoming alarm signals by acknowledging and distributing them to the proper officers in a timely manner.
Responsibilities:
- Answers, documents, and dispatches all incoming calls for Security Services according to established protocols in a prompt manner.
- Thoroughly and accurately documents/enters all calls to enable security officers to complete their duties within the established time frames.
- Maintains a professional demeanor and adheres to established dispatch protocols at all times
- Follows specific procedures for individual facilities.
- Monitors and dispatches alarms that terminate into the SOC.
- Makes notifications as quickly as possible to prevent injury to staff, patients and/or visitors as well as damage and loss of property to clients.
- Coordinates communication across multiple facilities in case of large scale emergencies.
- Assists with scheduling, requests for security officers and behavioral health technicians
- Monitors and answers emergency help phones and access control systems at client facilities.
- Maintain point of contact information for emergency services, facilities, and on-call after hours personnel.
- Reports all system problems to IT/SOC manager in a timely fashion.
- Works and interacts with other employees, officers, customers, supervisors, guests, medical personnel, vendors, and patients.
- Other duties as assigned.
- High School Diploma or GED
- 2 years of customer service and/or call center experience
- Previous dispatch or security experience preferred
- Excellent communication skills (written, verbal, and listening)
- Clear and effective phone skills
- Proficiency with office computers and Microsoft Office software
- Ability to type a minimum of 35 wpm
- Ability to work as part of a team
- Excellent customer service aptitude
- Ability to multi-task and remain organized
- Ability to remain calm under pressure
Physical Demands & Work Environment
While performing the duties of this position, individual may be required to sit for extended periods using computer and telephone equipment in a typical office setting. May lift and carry up to 10 lbs. Will use normal range of vision, hearing, and speaking. Frequently engages in mental concentration, analysis and formulation.
Our full-time positions offer role specific on-the-job training, career paths, and a full range of benefits:
- Medical, Dental, and Vision Insurance
- Supplemental Medical Reimbursement Plans
- Paid Time Off & Paid Holidays*
- 401k Plan & Free Retirement Planning Consulting
- Short-term & Long-term Disability Income Protection Benefits
- Life Insurance for Teammate and Family
- Employee Assistance Program
- Recognition & Reward Program
- Perks Discount Programs with 3,000 free classes from yoga to financial wellness.
- Wellness Program
- Pet Insurance
- Identify Theft Protection Plan
- RTD EcoPass available by location
- The schedule of paid holidays may vary by location.
Compensation Range:
*To Be Completed or Removed By Recruiting*
Compensation is determined by factors like training or experience, work history, geographic location, and travel requirements. The Company complies with all state and local wage and hour laws and the minimum pay range will always be at or above the applicable minimum wage.
HSS will consider all qualified applicants without regard to race, color, religion, sex, national origin or any other status protected by law.
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