Customer Response Specialist (Night Shift OR Swing Shift)

Company Overview

Inter-Con Security Systems, Inc. is a leading US-owned security company founded in 1973, providing integrated security solutions across four continents. With a focus on customized, high-requirement security services, the company employs over 35,000 personnel worldwide and is committed to building a safer future through professional excellence and dedicated service.
Summary

As an Edison Security Operations Center (ESOC) Analyst, you will play a critical role in supporting Edison and Inter-Con. ESOC is a 24-hour operations center tasked with monitoring security systems throughout the SCE territory (a 50,000 square mile service area across Central, Coastal, and Southern California). ESOC manages a high volume of inbound and outbound communications while monitoring over 4,000 cameras.

In this role, you will serve as both a security operations professional and a client service specialist, partnering with key business units throughout SCE. You will be responsible for assessing threats, monitoring alarms and access control systems, and responding to security and emergency-related incidents. Analysts are expected to operate effectively in a fast-paced environment, prioritize multiple tasks simultaneously, and communicate clearly, professionally, and courteously via phone, email, radio, and other communication platforms.

You will also be responsible for accurate report writing, incident documentation, intelligence gathering, and escalation of critical issues. This role requires frequent interaction with employees, security personnel, vendors, emergency responders, and members of the public. Providing timely, reliable, and customer-focused service is a core expectation of the position.

This position is ideal for individuals interested in security operations, emergency response, and client service, who demonstrate strong critical-thinking skills, situational awareness, and professional communication.

Primary Responsibilities

• Serve as a primary point of contact for high-volume inbound and outbound calls, providing professional, courteous, and solution-oriented customer service.
• Receive, triage, and respond to inbound calls from employees, security personnel, vendors, and the public regarding security concerns, access issues, alarms, and general inquiries.
• Initiate outbound calls to notify site personnel, management, security officers, and emergency responders regarding incidents, alarms, or required follow-up actions.
• Perform site access control functions to prevent the loss of equipment, materials, and company assets.
• Conduct Alarm Station duties, ensuring effective response to both emergency and non-emergency situations.
• Monitor, acknowledge, and respond to alarm events, ensuring proper escalation and timely resolution.
• Make timely notifications to off-site emergency responders and site management in the event of fire, medical emergencies, or other incidents not covered by established site Emergency Plans.
• Interface with local law enforcement and emergency responders as necessary to support loss prevention and incident resolution.
• Protect employees, customers, and visitors from workplace violence, identity theft, and other criminal or disruptive activities.
• Monitor security applications, triage alerts, and escalate incidents in accordance with established procedures.
• Investigate and coordinate resolution of security incidents to contain and mitigate threats as safely and efficiently as possible.
• Accurately document all calls, alarms, incidents, and actions taken in reports, logs, and security systems.
• Prepare clear, concise, and professional written reports related to alarms, incidents, investigations, and operational activities.
• Utilize multiple security systems, software applications, and communication tools simultaneously while maintaining attention to detail.
• Provide consistent, professional service while maintaining confidentiality and compliance with ESOC and SCE policies.
• Support supervisors and management by providing timely and accurate information during routine operations and critical incidents.

Qualifications

• Preferred candidate has an honorable military discharge, an AA degree, or 2–3 years of experience in a command center, security dispatch, call center, or similar environment.
• Experience working in a command-and-control, alarm monitoring, dispatch, or customer service call center environment preferred.
• Understanding of security operations; FEMA ICS / Watch Officer training a plus.
• Demonstrated interest in security, emergency management, or law enforcement work preferred.
• Strong customer service orientation with the ability to professionally handle difficult or high-stress calls.
• Excellent written and verbal communication skills.
• Strong interpersonal, organizational, and time-management skills.
• Ability to multitask, prioritize, and remain calm in a fast-paced, sometimes stressful environment.
• Proficient with MS Office Suite and related applications (Excel, Access, SharePoint, etc.).
• Dependable team player with maturity, professionalism, and a positive attitude toward problem-solving.
• Ability to independently develop clear, accurate, and detailed reports.
• Basic computer literacy with a minimum typing speed of 40 WPM.
• Must be flexible with scheduling, including weekends, nights, and holidays as required.

Pay: $25.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Application Question(s):

• Are you able to take a typing test?

Shift availability:

• Night Shift (Preferred)
• Overnight Shift (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person