Emergency Dispatch Operator at SafeTouch LLC – Jacksonville, Florida
Explore Related Opportunities
About This Position
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 fast-paced call center environment, serving a critical role in protecting customers by monitoring alarm activity, verifying emergency signals, and coordinating dispatch with law enforcement and emergency services when necessary. This role requires a safety- and security-first mindset, strong decision-making skills, and the ability to remain calm and professional while handling time-sensitive situations.
Duties and Responsibilities:
- Receive, verify, and respond to alarm signals in accordance with established procedures; dispatch law enforcement or emergency services when appropriate.
- Answer incoming calls promptly and within established service level expectations.
- Contact customers and designated emergency contacts to verify alarm activity and determine if assistance is required.
- Maintain professionalism and composure during all interactions to reassure customers and support a safety- and security-first experience.
- Gather critical information by asking clear, structured questions to accurately assess each situation.
- Accurately document all interactions, alarm activity, and actions taken in system logs.
- Monitor and manage multiple accounts and alarm events simultaneously while prioritizing urgent situations.
- Route or escalate calls to appropriate departments in accordance with procedures.
- Maintain working knowledge of alarm verification and dispatch protocols, systems, and tools.
- Support a safe, secure, and compliant work environment.
- Perform additional duties as needed to support business operations and evolving needs.
Requirements:
- High school diploma or equivalent.
- Minimum one year of experience in customer service, call center, dispatch, or alarm monitoring environments.
- Skilled with Microsoft Office Suite with the ability to quickly learn new applications; typing speed of 30+ WPM with strong accuracy.
- Strong critical thinking and decision-making skills in time-sensitive situations, with a safety- and security-first mindset while maintaining professionalism and composure during alarm events and emergency signals.
- Ability to monitor multiple systems, prioritize concurrent alerts, and multitask effectively.
- Excellent verbal communication and active listening skills for phone-based interactions.
- High attention to detail in account verification, documentation, and strict adherence to protocols and escalation procedures.
- Dependable, adaptable, and able to work both independently and collaboratively in a team environment with a positive attitude.
- Pass a drug screen and background check requirements.
- Bilingual skills are a plus.
Physical Requirements:
- Perform work while seated, standing, walking, or moving between locations for extended periods.
- Use computers and related technology, read electronic and printed materials, and observe details at close range.
- Communicate clearly in person, by phone, and electronically.
- Occasionally move or transport light objects.
Job Type: Full-time, non-exempt
Work Location: On-site at our headquarters in Jacksonville, FL.
Core Work Hours/Availability:
- Day shift: 7:00 AM – 3:00 PM
- Overnight shift: 11:00 PM – 7:00 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.
Pay: $17.00 - $18.00 per hour
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.
Scan to Apply
Job Location
Job Location
This job is located in the Jacksonville, Florida, 32257-1101, United States region.