Job Location:
OIC Services
The Operational Intelligence Center (OIC) is a sophisticated command type
center focused on customer service to retail centers across North America.
The OIC Communications Specialist is responsible for providing customer
service via telephone interactions with customers and tenants as well as
supporting security through radio communications and monitoring of video
surveillance systems. This position requires excellent computer skills, the
ability to master at least five computer applications, and provide
outstanding customer service for each customer interaction.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: Those duties necessary to meet the minimum requirements of the position.
Other duties may be assigned:
- Answer, evaluate, and prioritize incoming telephone and radio calls
- Communicate effectively with various callers to obtain complete information to determine the necessary level of
service to include the need to dispatch police, fire, medical, security or local property management
- Communicate effectively with on-site security personnel to properly resolve incidents
- Provide pre-arrival emergency or medical instructions to local law enforcement or fire personnel
- Monitor fire/life/safety alarms to determine the necessary level of response
- Escalate and coordinate incidents to the Operational Intelligence Center Supervisor
- Effectively interpret multiple retail center leases, site maps, and computer aided design maps
- Become conversant with the layout of multiple retail centers and be aware of the current threats and challenges
the centers are facing
- Maintain the confidentiality of policy and procedure documentation, emergency response and notification
information, and administrative and database materials
- Become proficient with several computer applications to properly log data, navigate information, and best
support customers and security personnel
- Become conversant with emergency procedures and evacuation procedures for multiple assigned retail centers
- Identify suspicious criminal activity and ensure an effective response from local law enforcement, retail center
personnel, and/or corporate management
- Operate and monitor internal and external surveillance cameras and state of the art surveillance programs for
multiple retail centers
- Ensure all components of the Operational Intelligence Center surveillance equipment are operating according to
expected standards and protocols
- Support and assist in record management and data collection for multiple retail centers or corporate
management which involve recorded video
- Maintain an effective video management system in accordance with expected standards and protocols.
Effectively maneuver multiple surveillance cameras to obtain a better understanding of a situation, document
events and assist with an investigation regarding suspicious activity, property damage, acts of violence, etc.
- Complete required monthly training in a timely fashion
BASIC QUALIFICATIONS: To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skills, and/or experience required in order to be hired. Reasonable accommodation
may be made to enable individuals with disabilities to perform the essential functions.
Formal Education, Licenses, and Certifications Required:
- Must possess a high school diploma or equivalent
Type and Length of Specific Experience Required:
- Must possess a minimum of two (2) years of experience in a public or private safety organization
- Must possess one or more of the following:
o A minimum of two (2) years in a video surveillance environment
o Any combination of experience and/or training which demonstrates the ability to perform the essential
functions of this position
Knowledge and Skills Required:
- Demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments, and
effectively manage deadlines. Must be highly organized
- Self-motivated to work independently and in a team environment
- Must be proficient and fully functional in Microsoft Office Word and Excel
- Must have the ability to perform regular equipment checks and report all equipment failures to Operational Intelligence Center Supervisor
- Must have the ability to effectively operate highly technical monitoring equipment as well as the ability to manage
information and technical security programs
- Professional, articulate, and able to use good independent judgment, and discretion; must have proven ability to
maintain correspondence, discussions, and materials in strictest confidence
- Must be able to work overtime as needed
- Must be able to define problems, establish facts, and determine the appropriate persons in a decision-making
process. Must be able to maintain a calm, professional, and courteous composure when dealing with unusual and
stressful circumstances
- Outstanding verbal and written communication skills required with the ability to successfully interact at all levels
of the organization while functioning as a team player
- Must have excellent verbal and written command of the English language including grammar, spelling, and
punctuation
- Must be able to type a minimum of 40 words per minute proficiently
- Ability to work specified shifts in a command center environment in order to maintain 24 hours and seven days a
week operation
- Ability to complete pre-employment assessment with favorable results
- Ability to pass Emergency Telecommunication Course
- Ability to pass a post-offer/pre-employment background check and drug and alcohol screening
- Must successfully pass the new hire training program
OTHER RELATED ATTRIBUTES THAT WOULD ENHANCE HIRING CONSIDERATION:
These are other criteria that may enhance the hiring decision but would not rule out the candidate for consideration if not present.
- College degree in Criminal Justice
PHYSICAL REQUIREMENTS AND ENVIRONMENT:
- Office environment with little to no exposure to extreme heat or cold
- Major activities include working on PC while sitting, walking, standing, speaking, listening, observing
- Physical effort is limited, to include some standing, bending, light lifting, and limited stretching and reaching
- Must be able to submit to drug screening to the extent permissible by law
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
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