Escalation Representative (3rd Shift)

Escalations Representative (3rd Shift)

The escalation specialist is an essential part of Video Shield (CCTV Surveillance Agent) operations. As an escalation specialist, you are responsible for reviewing video clips and account information to determine if further action is needed. This includes making outbound phone calls to keyholders and dispatch agencies.

*** 10pm-6:30am CST WEEKEND REQUIRED***

Responsibilities

• Review events raised by detection agents to determine the next course of action.
• Read and understand account-specific notes and procedures to aid in decision making.
• Use PTZ cameras to follow activity and ensure the site is secure.
• Use talkdown speaker to deter possible threats.
• Make outbound phone calls to keyholders and dispatch agencies when there is unauthorized or suspicious activity on a monitored site.
• Take inbound phone calls from keyholders or dispatch agencies who require more information about an event or wish to make account updates.
• Respond to detection agents in the appropriate TEAMS chat with the resolution to their raised event.
• Post account updates including schedule changes, masking updates, or various other account related issues to our Quality Control team.

*** 10pm-6:30am CST WEEKEND REQUIRED***

THE BENEFITS OF JOINING OUR TEAM

Did you know we were named a “Best Places to Work” in Oklahoma? Because Alert 360 hires the best people for our growing and talented team, we work hard to provide perks, within a positive and supportive culture, that make team members’ lives better. Our comprehensive benefit program includes but is not limited to:

• Health coverage for you and your family through medical, dental and vision plans
• A generous paid time off program starting at three weeks and increasing with your tenure
• A 401-K plan where the company matches dollar for dollar on a generous % you contribute
• Financial protection through disability, life and accidental death and dismemberment insurance
• Tax advantages through flexible spending accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
• To help you manage your work and life needs we offer a life assistance program, tuition reimbursement, an on-site gym, employee fitness walks and free home security monitoring, with discounted security and home automation equipment.

When you join Alert 360, you do more than simply switch companies to advance your career. You become part of the Alert 360 family, a group of talented team members working together to Make It Happen!

Qualifications

• Previous experience in surveillance, CCTV, or security role that required you be aware of your surroundings and pay a great attention to detail is preferred but not required.
• Proven experience in a customer support role, preferably within a call center environment.
• Strong analytical skills with the ability to assess situations quickly and propose effective solutions.
• Excellent verbal and written communication skills in English, ensuring clarity in all interactions.
• Proficient typing skills for accurate documentation of customer interactions.
• Familiarity with computerized systems for managing customer data is essential.
• Ability to remain calm under pressure while handling escalated situations effectively.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Shift:

• Overnight Shift

Work Location: In person