SCO Job Description
The SCO is responsible for processing fire/mechanical/panic/intrusion alarms and video monitoring systems, to include basic programming of each system, performing basic clerical duties to include data entry and filing. SCO will provide outstanding customer service and satisfaction by handling customer inquiries and concerns regarding security incidents, alarms, site and personnel changes, system and equipment problems, and other questions/notifications regarding service provided by the SOC through various forms of communications. SCO shall adhere to all post order standards and follow policies and procedures set by the company. SCO shall follow up with information and research regarding assigned projects, events, and requested services accurately and in a timely manner. The SOC is a 24hour/365 days a year operation with a minimum of two SCOs working each shift on a rotation schedule.
Duties and Responsibilities
- Successful completion of New Hire and SCO Level 1 and 2 training programs.
- Successful completion of mandatory On the Job Training (OJT), Continuing Education Program (CEP), and UL monthly training requirements.
- Monitor and maintain the fire, card access, intrusion, mechanical, and panic alarms systems while responding accordingly and professionally in a timely manner.
- Monitor various site camera systems and conduct after-hours site tours using video surveillance.
- Perform system checks on equipment and software applications, recognize and correct minor problems, and accurately report concerns and problems with equipment to customers, business partners, vendors, corporate security personnel and/or SOC management.
- Record pertinent information from site/field personnel and enter accurately into reports and in a timely manner notify the appropriate personnel.
- Solicit pertinent information from potentially emotional callers and relay complex facts and details accurately and concisely to the appropriate personnel.
- Prepare, complete, and process necessary reports to include SCO stats, work orders, daily activity, and incident and condition reports.
- Monitor and maintain all forms of communication to include email, phones, cell phones, hand-held radios, pagers, fax machines, and/or personal contact with customers while responding accordingly and professionally in a timely manner.
- Act as liaison between various law enforcement and government entities.
- Act as an after-hours supervisor for all field security officers in the absence of other management.
- Assist the SCO supervisor with required shift coverage to meet daily contractual requirements and activity.
- Perform other duties as assigned by the client and/or management personnel.
- High school education or equivalent. Two-year degree or higher preferred.
- Minimum of 2 years' customer service, central station monitoring, and/or security experience, or an approved combination of all three.
- Strong teamwork and communication skills. Must be flexible/adaptable to a constantly changing environment.
- Ability to make verbal and written presentations relating to SOC operation.
- Intermediate to advanced level keyboard and computer skills.
- Ability to coordinate multiple assignments, actions, and direct others to locations and tasks.
- Ability to use sound judgment in stressful situations and capable of staying alert during periods of inactivity.
- Ability to work without close supervision.
- Ability to keep privileged information confidential.
Physical Demands/Environmental Conditions
- Works primarily in a climate-controlled office environment that is often cooler than normal to keep computer equipment cool.
- Ability to perform finger and hand manipulation and performing repetitive motions to use office and various security equipment.
- Ability to exert up to 10 lbs. of force when moving items such as computer printout paper, notebook ledgers, office equipment, and so on.