Emergency Dispatch Operator

Emergency Dispatch Operator

SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of our success. Join our team and become part of a culture dedicated to excellence and innovation.

Job Summary: SafeTouch Security’s Emergency Dispatch Operators work onsite in a call center environment with the critical function of verifying our customers’ safety and dispatching law enforcement when necessary.

Duties and Responsibilities:

• Verify and respond to alarm signals, and dispatch law enforcement when appropriate
• Answer incoming calls within the expected timeframe
• Contact the customer and their secondary contacts to confirm if assistance is needed
• Maintain composure during all communication to help customers feel safe
• Request customers to describe the nature of their emergency calls and ask follow-up questions as needed
• Maintain proficiency in the verification and dispatching of alarms
• Enter detailed transcripts from phone or two-way voice conversations
• Transfer calls to other departments as needed
• Promote and maintain a safe work environment
• Perform additional duties as required to support business needs

Requirements:

• High school diploma or equivalent
• At least one year of experience in customer service or emergency dispatch
• Skilled with Microsoft Office Suite; type 30+ words per minute
• Work weekends and holidays when required
• Critically think and problem-solve in evolving situations
• Maintain composure during emergencies or highly intense situations
• Technical ability to multitask and use multiple programs as necessary
• Consistently demonstrate excellent listening skills
• Communicate clearly and effectively
• Pay close attention to detail
• Reliable and adaptable
• Positive attitude and professional presence
• Work as a team and/or independently
• Safety first mindset
• Pass a drug screen and background check
• Bilingual is a plus

Physical Requirements:

• Remain stationary at a desk, standing, and moving from place to place for prolonged periods.
• Occasionally move light objects.
• Observe details at close range.
• Take notes, operate technology, and present information.
• Read documents using electronic devices and hard copy materials while interacting with others.
• Exchange accurate information in person, over the phone, in writing, and electronically.
• Communicate clearly and articulately so others will understand.

Job Type: Full-time, non-exempt

Work Location: On-site at our headquarters in Jacksonville, FL.

Core Work Hours/Availability: There are two shifts currently available: 3 PM to 11 PM or 11 PM to 7 AM. Must be able to work weekends and some holidays, but will have consecutive days off during the week. Training takes place during the first two weeks, 9 AM to 4 PM Monday through Friday.

Travel: None

Pay: $17.00 per hour plus $.50 shift differential for overnights

Incentives: Yes

Benefits:

• Competitive pay
• Comprehensive benefits package (medical, dental, vision)
• 401(k) with match
• Paid time off and holidays
• Opportunities for professional development and growth

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.