Video Surveillance Agent I

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Job description

The Video Surveillance Agent I is responsible for observing and responding to urgent situations in a call center environment and acts as a liaison between client, field officers, and emergency response personnel to ensure accurate and timely communication. As the key point of contact in an emergency, the Video Surveillance Agent I must provide exceptional customer service and good judgement to help facilitate the safety and welfare of life and property. The Video Surveillance Agent I position is a 100% on-site position with overnight shift hours . The position has a work schedule to include evenings, weekends, and holidays. KEY RESPONSIBILITIES

• Monitor client sites and dispatch police department as needed.
• Provide continuous observation and surveillance for client sites.
• Coordinate efforts to effectively safeguard assets and enhance the safety of patrons and staff.
• Report incidents or suspicious activity to client representatives or company management utilizing established procedures.
• Responsible for the prioritization and management of critical and non-critical events including but not limited to access control, safety breaches, intrusion detection, video tours and emergency response.
• Respond appropriately to events by evaluating the situation and reviewing the client post orders on what procedures to follow for each request type.
• Gather data and documents within proper systems as required.
• Inform client, field management, or law enforcement/EMS of any serious safety, business jeopardy, or other operational situations.
• Provide event history and update information as appropriate.
• Document daily activity and incident reports in the company's online system with concise, detailed, and accurate information.
• Provide ongoing administrative support for the RTOC and shift supervisors.
• Advise shift supervisors of any updates with contact profiles, database information, or procedures.
• Seek updates from clients and field supervisors and update in the RTOC database.
• Assist with and/or initiate projects that improve the overall efficiency of the MVG Operation Center, such as testing and evaluating new security technologies.
• Deliver excellent customer service.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent.
• Customer service experience.

PREFERRED QUALIFICATIONS

• Minimum of one year customer service experience.
• Basic computer skills.
• Excellent verbal and written communication skills (clear and concise).
• Excellent organizational skills and attention to detail.
• Strong problem-solving skills.
• Ability to handle multiple priorities in a fast-paced environment.
• Ability to act with integrity, professionalism, and confidentiality.
• Continuously seeking process improvement.
• Excellent customer service skills.

SAFETY AND QUALITY CONTROL

• Ensure that the company's safety program is always enforced at a zero-tolerance on the project site.
• Ensure the company's quality control plan is enforced.

TRAINING AND CERTIFICATIONS

• Company training as assigned.

ABOUT MOBILE VIDEO GUARD Mobile Video Guard was founded in 2016 as SMART Security Pros. We provide remote monitored security surveillance primarily for construction sites, but also car dealerships, equipment yards, and other facilities across the country. We do this with a proprietary system we build in-house and install at the job sites so that our Video Surveillance Experts can monitor projects for after-hours intrusion. Our mission is to make security easy and effective for our customers. Maintaining positive customer relationships is paramount to the success of Mobile Video Guard. We are respected in the industry and strive to deliver quality service that embodies our core values.

• Respect - Communicate with the right person at the right time in the right way.
• Family - We have each other's back and care about the success of the team.
• Bring your 'A' Game - We take ownership, get stuff done, and make zero excuses.
• Trust - When we pass the ball, we trust the job will get done. We do what we say we are going to do.

We care about our people, quality of life, and relationships. At Mobile Video Guard we work hard to maintain a positive, healthy, rewarding, and fun culture.
Mobile Video Guard is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Compensation details: 18-20

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