As a fast growing, rapid scale, technology company, 3SI Security Systems is a highly respected world leader in asset protection systems designed to recover stolen cash and high-value assets, as well as apprehend criminals and deter crime. Since inception, we have helped recover over $140 million in assets and apprehend over 16,000 criminals!

Position Summary

3SI is headquartered in Malvern, PA and we are currently searching for an Overnight Team Lead for our Tracking Support Center! Our Tracking Support Center (TSC) is an essential part of 3SI’s crime-fighting mission to deliver live, accurate GPS tracking support to law enforcement.

The position requires an action-oriented, flexible problem-solver, who thrives in an invigorating and challenging environment assisting law enforcement partners and customers in a professional, effortless manner. This is a hybrid position with 1-2 days/week in our Malvern office.

• Weeks 1-4: paid training, Monday – Friday, 8AM – 4PM
• Weeks 5-7: paid, post-training, Monday – Friday, 9AM – 5PM.
• After week 7, the regular position hours are Thursday – Monday: 11PM – 7AM

Qualifications

• Minimum of three to five years leadership experience in a security/dispatch center support or other related experience would be considered
• Bachelor’s degree in related field (preferred)
• Advanced computer skills including Word, Excel, PowerPoint. Experience in NetSuite or Sharepoint a plus
• High level of knowledge & understanding of GPS Tracking Support

Primary Responsibilities

• Read maps (similar to our car’s GPS maps) and provide clear direction to law enforcement
• Provide excellent customer service, while maintaining focus during crime/non-crime situations
• Demonstrate conflict resolution, negotiation, and de-escalation skills
• Research/resolve/explain step-by-step technical trouble-shooting solutions
• Effectively communicate with customers/law enforcement while gathering and recording important information; maintain logs and document all calls.
• Handle customer investigation and communication related to TSC events and concerns. Interfacing with management to resolve issues.
• Partner with supervisors in new hire, remedial and developmental training
• Coach representatives during ‘teachable moments’ followed by review with supervisors
• Provide On-Call assistance on a rotation basis (to be rotated between Supervisors and Team Leads)
• Joint development and implementation of best practices for TSC.
• Identify and recommend opportunities for optimal department efficiency.
• Partner with management in the hiring, developing and evaluation of the TSC team
• Document and report performance issues/incidents, as needed

Knowledge, Skills, and Abilities

• Available to work some but not all holidays
• Ability to follow multiple departmental policies and procedures simultaneously, comfortable in a rapidly changing environment
• Proficiency in Microsoft Office Products – Word, Excel, Outlook, etc.
• Strong communication skills – able to compose grammatically correct, concise, and accurate documentation
• Poise under pressure - engaging with police dispatch during live crime events; strong character, sound judgement, a level head, and critical thinking; positive attitude
• Outstanding organizational skills and multi-tasking abilities
• Ability to investigate and monitor events using multiple tools and applications simultaneously during shift
• Fluent in English (oral and written), bi-lingual (Spanish) a plus.
• High-volume Customer Service or 911/Dispatch experience required; College degree preferred;
• Type a minimum of 45 WPM.

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Weekend availability

Experience:

• Leadership: 1 year (Required)

Work Location: Hybrid remote in Malvern, PA 19355

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