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Job Title: Intervention Specialist

Job Location: Lake Forest, CA.

Job Type: Full-Time; Nonexempt

Shift Time:

• 4:00 pm -4:30 am with Friday/Saturday/Sunday/Monday off (3 x 12's)

Starting Pay Commensurate with Experience Pay Rate: $19.00 per hour up to $21.00 per hour

Company Overview

As the global leader in video monitoring services, Netwatch North America is dedicated to making businesses safer while ensuring continuity of operations. We pioneered the use of proactive video monitoring (PVM), providing our customers with intelligent remote video monitoring to proactively detect and prevent incidents before they begin.

We value our culture of teamwork, accountability, and respect for one another. We strive to live by these values to create a positive employee and customer experience. We recognize that our people are our strongest asset and play a crucial role in our competitive advantage.

Netwatch wants you to succeed by supporting you continuously, developing your skills through training and encouragement. We challenge you with interesting work, that ensures you can build on your strengths and make an impact. This is an exciting opportunity to join a successful and innovative Global Group, providing industry leading proactive video monitoring services.

Find out more about Netwatch North America via our website at https://netwatchusa.com

Learn more about our policies and benefits here: https://netwatchglobal.ai/privacy-policy

Position Overview

Netwatch North America is looking for positive and professional Video Intervention Specialist to fill positions at our high security video and alarm monitoring facilities. The Video Intervention Specialist is integral keeping our customers safe and to the success Netwatch North America business. This position requires excellent customer service skills, attention to detail, ability to stay focused and the ability to react appropriately to security related situations in a timely and a professional manner.

Our Video Intervention Specialists work in an extremely fast-paced environment processing video activations. Our employees manage client security and video alarms from our monitoring center environment, making both in and out-bound calls to clients and their protection locations or properties. Typical interactions include calls to our customers to discuss or alert them of a situation, use of a Public Address (PA) system, and detailed written documentation to follow-up security related occurrences.

Netwatch North America provides fully paid training for all new Video Intervention Specialists as part of the onboarding process. Training takes place Monday through Friday, from 1:00 PM to 9:30 PM, and lasts for two weeks.

The Video Intervention Specialist position is classified as nonexempt, and any hours worked greater than 40 will be paid in accordance with applicable state regulations. Our employees are paid on a weekly basis.

Primary Responsibilities

• To monitor the alarm systems and action any alarm activations in accordance with client instructions.
• Act as a point of contact for Netwatch North America’s customers globally who are experiencing security breaches and service issues.
• Respond appropriately to emergency and non-emergency situations.
• Follow standard operating procedure when managing and responding to all security related calls or incidents.
• Responsible for inbound and outbound phone calls to police and responding agencies.
• Demonstrate an exceptional level of customer service.
• When intrusions occur, create detailed Incident Reports – which would include documentation of all contacts reached and actions taken.

Position Requirements

This position requires strong verbal communication and customer service skills. This is a computer-based position with intervention communication happening by telephone only.

• Required - High School Diploma or Equivalent.
• At least one (1) year CCTV/ Security video monitoring experience.
• At least one (1) year customer service experience.
• Exceptional attention to detail skills.
• Good active listening skills.
• Strong critical thinking skills with the ability to exercise good judgement under pressure.
• Ability to multitask.
• Ability to communicate clearly; clear and consistent speech, reading, and writing in English, required.
• Comfortable typing, navigating, reading, and interpreting documentation on a Windows based computer.
• Ability to work at desk for extended periods of time (sitting or standing).
• Basic mental math for converting time zones and reading military time.
• Ability to work holidays when a holiday falls on scheduled work-shift.

Netwatch North America offers the following health benefits plans for employees working a minimum of 30 hours per week.

• Medical, Dental, Vision and Life Insurance plans.
• Vacation accrual (and Sick time in California).
• Netwatch North America also offers eligible employees a 401(k) plan with a Company match.

Position Type and Expected Hours of Work:

This is a full-time, non-exempt position. Employees are expected to work both weekend days and all employees are expected to work Holidays that fall on their scheduled shift. Agents are usually on the shift they are hired on for a minimum 1 year, before being allowed to change to another shift.

Shift Time:

• 4:00 pm -4:30 am with Friday/Saturday/Sunday/Monday off (3 x 12's)

Starting Pay Commensurate with Experience Pay Rate: $19.00 per hour up to $21.00 per hour

As a dynamic organization, business needs and priorities change from time-to time. As a result, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

It is the policy of the Netwatch Group to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Employment-at-Will: Employment at Netwatch Group is at-will and for no specific duration. This means that either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, except as otherwise provided by law or written agreement.