Operations Call Center Representative - Philadelphia

About the position

The Operations Call Center Representative at OPS Security Group is responsible for handling inbound and outbound calls, providing accurate information, and delivering high-quality customer service. This role requires strong leadership skills, critical thinking, and the ability to work independently while managing time effectively.

Responsibilities

• Delivering high end customer service
• Responding to emergencies
• Deterring and preventing crime
• Answer calls professionally, responding to inquiries and complaints
• Identify, escalate priority issues and report to Account Managers
• Completing daily logs and incident reports
• Complete call notes and reports
• Building and Maintaining a professional rapport with clients, guests and co-workers
• De-escalating conflicts
• Performing other related duties as assigned

Requirements

• Drivers License (vehicle recommended, not required)
• High school diploma or GED
• (1) year experience in armed security recommended
• Must be able to pass drug screen
• Excellent written and oral communication skills
• Working knowledge of computers
• Able to complete Certification Training as needed (SORA, Yellow Card, ACT 235)
• Proficient time management skills
• Reliable transportation
• Excellent de-escalation skills
• Must be able to pass a comprehensive background investigation, urinalysis screening and OPS training requirements

Nice-to-haves

• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work

Benefits

• 3 Medical Plan Choices for full medical coverage
• Optional Health Savings Account
• Vision
• Dental
• 401K with employer matching dollar for dollar match from 1-3%, 50% Employer Match on 4-5%
• Paid parental leave (4 weeks)
• Earned Sick and Safe Leave accrued at 1 hour for every 30 hours worked
• Paid training
• Defined vertical mobility and promotion opportunity