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Security Intervention Specialist Lead (MaRC)

Grand Rapids, Michigan Position Type Full Time Req ID: 2020-408599

We are North America’s leading security services provider with over 200,000 phenomenal employees. At Allied Universal, we pride ourselves on fostering a promote from within culture.  There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team.  In fact, over 65% of our managerial positions are filled by internal candidates.


For all full-time positions, we offer medical, dental and vision coverage, life insurance, 401K, employee assistance programs, company discounts, perks and more! We also offer part-time and flexible schedules!


Start your phenomenal career with Allied Universal today!

The primary function of the Security Intervention Specialist Lead for the Monitoring and Response Center is to monitor the assigned customers, document any activity, contact support systems in the event of an emergency, and provide leadership and support to all operators on their designated shift. In addition, the Lead is to ensure goals are being met and objectives are met or exceeded on their designated shift.

This is a 24/7 call center environment that requires individuals to sit for long periods of time.

Tuesday-Saturday from 4p-12midnight, with Sunday/Monday off
*Schedule may be adjusted for training or management needs

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:  Those duties necessary to meet the minimum requirements of the position.  Other duties may be assigned:

  • Provides coaching and feedback to operators; identifying areas for training to ensure alarm board panels/video alarms/burglary and fire alarms/call center is operated accurately while meeting goals and deadlines
  • Serves as a resource in answering questions regarding interpretation of data to be keyed or verified
  • Training and development of new and existing staff
  • IT support or technical support background is a plus
  • Investigates and professionally resolves inquiries and complaints that require Supervisory level intervention
  • Respond to customer inquiries
  • Compiles and reviews daily/weekly reports to guarantee standards for quality and productivity are maintained
  • Develops and maintains a team-oriented relationship with other departments, so that, company goals and objectives are met or exceeded
  • Performs the work of the Security Intervention Specialist/Customer Service Rep in order to meet high volume demands when necessary
  • Must attend scheduled meetings and company training meetings and seminars as required
  • Performs other duties as assigned by MaRC Manager or Assistant Manager
  • Assists with coordinating company functions, promotional events, employee reward/recognition programs, and meetings
  • Maintains strong working knowledge of current company policies and procedures, recommend improvements as needed
  • Assists with other special projects as requested by Manager
  • Assists with new site development, involving forms, maps, virtual patrol routes, contact information, and vulnerabilities
  • Completes incident reports

QUALIFICATIONS:  To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or experience required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • High School Diploma or Equivalent
  • Minimum of three years’ experience in law enforcement, security or the military or call center experience
  • Must have language skills to read and interpret documents such as security logs, post orders, and other security correspondence. In addition, must be able to effectively verbally communicate to another in the English language to direct, control, and/or assist in the event of a crisis
  • Demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines. Must be highly organized and able to keep executive on track with required information available at all times
  • Proficient in all Microsoft Office applications
  • Professional, articulate and able to use good independent judgment and discretion. Must have proven ability to maintain correspondence, discussions and materials in strictest confidence.  Must be able to work overtime as needed.
  • Outstanding verbal and written communication skills required with the ability to successfully interact at all levels of the organization while functioning as a team player.


  • While performing the duties of this job, the employee is regularly required to use both hands, is frequently required to stand, sit, stoop, talk and hear (communicate verbally in person and via telephone), and be able to read computer screen, correspondence and reports. The employee must occasionally walk, reach with hands and arms
  • The employee may occasionally lift and/or move up to 15 pounds. The employee must be able to concentrate on details, work under deadline pressures, apply sound logic and judgment, and prioritize tasks and responsibilities
  • The job is generally performed in an office environment. The ambient noise level is usually quiet, consisting of normal conversations, business machines (copiers, printers, etc.) and telephones. Employees work inside of a Monitoring and Response Center that is relatively quiet with dim lighting
  • Employees are required to sit for long periods of time, respond to event-driven alarms for their entire shift and control a mouse and keyboard and be alert at all times

Allied Universal provides unparalleled service, systems and solutions to the people and business of our communities, and is North America’s leading security services provider. With over 200,000 employees, Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information:


We proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans. EOE/Minorities/Females/Vet/Disability Allied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.

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  • Administrative, Grand Rapids, Michigan, United StatesRemove