Tracking Support Center Representative - 3rd Shift (Bi-lingual strongly preferred)
Description
3SI, CovertTrack, Wren Solutions and Edge 360 are four leading organizations in the security industry, who have joined forces with the mission to help create a #SaferWorld. Retailers, Financial Institutions, and Law Enforcement agencies look to us for solutions to offset the threat of high-value or volume asset theft, the victimization of repeat crimes, and the safety of employees, customers, and the overall community at large.
Leveraging over 90 years of combined safety and security expertise, we offer an unparalleled suite of services and technologies encompassing deterrence, detection, and live asset tracking, resulting in apprehensions and convictions. This offering is backed by innovation and design-build capabilities for seamless integration.
Our unique solutions and trusted partnerships are embraced by over 10,200 law enforcement agencies, delivering crime intelligence directly to ?rst responders and investigators for swift results to arrest and stop crime. By assisting police in apprehending and convicting dangerous offenders and taking them off the street, we help the community move towards becoming a #SaferWorld.
That being said, we are seeking a Tracking Support Center Representative to join our 24/7/365 Security Center. This role is an essential part of 3Si's crime fighting mission to deliver live, accurate GPS tracking support to law enforcement with our vision to create a #SaferWorld. We're looking for an action-oriented, flexible problem-solver, who thrives in a fast-paced and growing office environment assisting law enforcement in a professional manner. Fluency in Spanish strongly preferred.
This is a hybrid position with 1-2 days per month in our Malvern, PA office. The schedule is Tuesday to Saturday (11p ? 7a). Thursdays are always the ?in office? days at the Malvern, PA office. Prior to this fixed schedule, there will be 3 weeks of in-office training Monday-Friday, 8AM-4PM and then cross training in a hybrid environment for 1-2 weeks, Monday-Friday, 9AM-5PM. Candidates considered for this position must live within a commutable distance to Malvern, PA.
Requirements
? Read maps (similar to our car's GPS maps) and provide clear direction to law enforcement
? Provide excellent customer service, while maintaining focus during crime/non-crime situations
? Demonstrate conflict resolution, negotiation, and de-escalation skills
? Research/resolve/explain step-by-step technical troubleshooting solutions
? Listen and comprehend information shared by others; ask questions to interpret and analyze
? Effectively communicate with customers/law enforcement while gathering and recording important information; maintain logs and document all calls
Knowledge, Skills, And Abilities
? Fluency in English and Spanish
? Successfully complete all required training and follow company protocols and procedures
? Multitask and poise under pressure in various stressful situations - engaging with police dispatch during live crime events, strong character, sound judgment, critical thinking and positive attitude
? Provide detail-oriented customer service and empathetic support to our customers with a sense of urgency
? Strong computer, written, and verbal skills. Comfortable using a headset in a high call volume setting
? Ability to follow multiple policies and procedures, simultaneously, and in a rapidly changing environment
? Outstanding organizational skills
Qualifications
? High School Diploma/GED, required. College degree, preferred. Great opportunity for recent graduates with a Criminal Justice degree.
? Fluent in English, required. Bilingual in Spanish, a huge plus.
? Customer service experience, strongly preferred.
3Si Perks And Benefits
? Paid training during standard business hours
? 20 days of paid time off to use at your discretion for vacation, personal time, sick, additional holidays, etc.
? 10 paid federal holidays (in addition to time worked on company paid federal holiday)
? Comprehensive benefits package including medical, dental, vision, life insurance, short- and long-term disability starting on your first day
? 401(k) retirement savings plan with company match
? Casual dress work environment
? Professional development opportunities including opportunities to advance/grow your career
Additional Comments
? Must be able to commute to/from our Malvern, PA office and work in a security center within an office environment.
? Must be able to maintain a full-time, 5 day per week 8 hours per day schedule (some overtime may be required).
? Must be available to work some but not all holidays.
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