JOB SUMMARY:

Provides burglary/intrusion alarm monitoring and emergency services dispatching for Speedway locations and Enon office complex; provides technical assistance and troubleshooting for burglary/intrusion alarm panel systems and components; supports Maintenance org in installing and programming alarm panels and related components; helps to determine if the root cause of a problem is a part of the security alarm system or programming; recommends resolution and orders replacement parts as needed; completes remote DVR surveys of store locations to address safety and security concerns.

KEY DUTIES AND RESPONSIBILITES:

Takes action to resolve incidents and requests in a professional, time-sensitive, customer-focused manner in accordance with company and Security Alarm Center policies and procedures.
Monitor and process alarm signals for company operated stores, offices & warehouses (robberies, burglaries, late opens, etc.)
Process and communicate details as they pertain to incidents occurring at store locations.
Perform Live Store Tours (LST) utilizing store's DVR systems remotely.
Respond/react to alerts related to fraudulent store transactions.
Reads, interprets, and follows procedures described in the internal Knowledge Base
Initiates timely communication of critical events to Security Alarm Center Team Leads and Supervisor
Completes other duties, including special projects, as assigned by Management
Meets or exceeds key performance indicators of the role
Maintains a high degree of confidentiality
Available to work a variety of shifts, including weekends and holidays; understands the staffing expectations of working in a 24/7/365 environment; must be flexible within hours of operation and willing to work overtime
Provide assistance & support to Operations, Maintenance and Asset Protection personnel
Data entry, general word processing and administrative activities
This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.

EDUCATION AND EXPERIENCE:

EDUCATION: High School/GED Required, Associates / 2 Year Degree Preferred

YEARS OF RELEVANT WORK EXPERIENCE: 2+ years

YEARS OF MANAGEMENT EXPERIENCE: NA

CERTIFICATIONS / LICENSES: NA

SPECIFIC KNOWLEDGE AND SKILLS:

Ability to research and resolve issues
Ability to manage confidential employee information and adhere to strict data privacy standards in a mature, problem-solving, solutions-oriented manner
Capable of working in a high-energy, fast paced, demanding environment
Perform documented complex tasks
Excellent verbal and written communication skills and the ability to remain calm in high-stress scenarios
Excellent interpersonal skills and the ability to work effectively across all levels of the business
Strong attention to detail and organizational skills
Ability to multi-task and prioritize tasks in a dynamic team-oriented environment

At times, periodic mandatory over-time at 1.5x pay may be required in accordance with federal and applicable state and local laws.

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.