Job Description

We are seeking a detail-oriented, multi-tasking SOC / Dispatch Operator to monitor security systems, handle communications, and coordinate emergency response for a major regulated electric and natural gas utility provider. The ideal candidate thrives in a fast-paced environment, possesses superior communication skills, and makes sound, real-time decisions with limited supervision.

Key Responsibilities

Critical Communications & System Monitoring

• Monitor security access systems, email inboxes, work orders, communication channels, and alarm feeds.
• Prioritize and process incoming information according to strict SOC protocols.
• Acknowledge alarms and dispatch security personnel or emergency responders as needed.
• Serve as the central hub for emergency and non-emergency calls-for-service via phone and email workstations.
• Escalate and report operational matters directly to the SOC Manager, Director of Operations, and senior management in real-time.

Incident Coordination & Operations Support

• Coordinate emergency incidents with on-site security teams, external emergency personnel, and internal Emergency Response Teams.
• Handle escalated security issues and make sound decisions based on established SOPs and scenario-based training.
• Assist in team supervision and support, including scheduling, timekeeping, training, and operational coaching.
• Participate regularly in scenario-based security drills, routine training, and special projects.

Reporting & Documentation

• Compile detailed daily shift reports, shift pass-downs, and incident reports according to SOC protocols.
• Compile monthly, quarterly, and annual SOC statistical data and account trends.
• Provide exceptional customer service to all internal employees, field staff, and external partners.
• Perform other operational tasks and duties of a similar scope as assigned.

Qualifications

• Experience: Prior experience as a SOC Operator, Security Dispatcher, or Call Center Operator in a fast-paced environment preferred. Experience in utilities, critical infrastructure, or corporate security operations is a strong plus.
• Education: High School diploma or GED required; Associate degree or security coursework preferred.
• Skills: Exceptional written and verbal communication, active listening, and customer service abilities. Strong multi-tasking capabilities with high attention to detail under pressure.
• Technical Proficiency: Comfortable navigating multi-monitor setups, alarm monitoring software, dispatch systems, MS Office (Excel/Word), and workforce management platforms.
• Licensing & Clearances: Ability to pass a pre-employment drug screen and comprehensive criminal background check. Currently have a Wisconsin Private Security License or ability to obtain one.

Compensation & Total Rewards

• Competitive Pay: $21.00 - $22.50 per hour

• Comprehensive Healthcare: High-quality Medical and Dental insurance coverage to protect you and your family.

• Generous Paid Time Off: Accrued PTO and paid holiday coverage to support your work-life balance.

• Career Growth & Advancement: Clear pathways for professional promotion and leadership development from within.

• Skills-Enhancing Training: Continuous paid training programs designed to sharpen your expertise and elevate your industry skills.

EOE/M/F/D/V

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