Security Dispatch Staff

Description

Job Summary

While providing the highest level of Guest Service, answers and directs incoming calls in a professional way through a high-volume, multiline phone system for the Santa Cruz Seaside Company and its concessionaires. Monitors and dispatches on multiple radio frequencies including: Security, Operations, and support departments. Must maintain confidentiality concerning all guest and employee interactions, conversations, and incidents. Most guest and employee interactions will be over the phone and radio. Keeps accurate records in computer-aided dispatch, operates surveillance camera systems and monitors several alarm systems. Communicates with the Santa Cruz Regional 9-1-1 Center.

Unique Job Requirements

Receives radio traffic and phone calls regarding emergency situations. Must be able to remain calm during high stress situations. Offers support to Communications Staff as needed. Must be able to work under minimal to no supervision. Must be able to communicate quickly and efficiently both verbally and in writing. Must be available to work overnights, evenings, weekends, and holidays. Works closely with the Security Department.

Job Tasks

Dispatch Staff

• Greet every Guest and answer all of their questions thoroughly, while providing consistent, friendly and quality Guest Service

• Maintain professional and cooperative relationships with coworkers both inside and outside the Guest Services department

• Use CCTV system to actively monitor park locations and Guests and to ensure the safety of Boardwalk guests and employees

• Operate a multiline phone system by answering and directing calls

• Operate multiple radio frequencies to communicate with Security, Operations and support departments and?to dispatch support department personnel as needed

• Receive and respond appropriately to in-house maintenance, security and employee calls.

• Send confidential e-mails and SMS messages

• Work independently and as part of a team answering multiple radios and phones lines

• Keep digital sign up to date with current and accurate information

• Monitor and report alarms

• Notify Park Supervisors of rainy-day operation

• At the direction of Supervisor or Park Manager on Duty, responsible for activating emergency procedures, such as Park evacuations and Emergency Operations Center

• Read, understand and communicate discount coupons, promotions and other

important announcements

• Record and log requests for Maintenance and Security

• Review and send out the Media Log

• Will be trained as a Guest Service Representative

• Perform other duties as assigned

Evening Dispatch Staff?

• All duties of Dispatch Staff, shown above

• Produce the Events Summary and Daily Supervisor list

• Keep updated lists of Managers and Supervisors on Duty and Security personnel

• Enter Field Interview cards and Trespass Notifications (TPN)

• Review the Media Log

• Review footage as requested

• Monitor and turn alarms on and off

• Perform all tasks under minimal to no supervision

• Must communicate issues requiring immediate attention to Supervisor or Dispatch staff as appropriate

Relationships (Internal)

All Santa Cruz Seaside Company and concessionaire employees with a strong emphasis on Security personnel.

Relationships (External)

Heavy guest interaction - mostly via telephone.

Qualifications: Training and Experience

Must provide outstanding Guest Service. Must have at least one year of experience working in a customer service environment, preferably answering phones. Previous experience operating a multiline phone system, radio consoles and surveillance cameras is helpful. Prior experience at, or knowledge of, the Boardwalk is also helpful.

Knowledge, Skills and Abilities

• Ability to provide consistent, friendly, and helpful services to Guests and Employees

• Ability to operate a multiline phone system with a high volume of calls efficiently

• Ability to remain calm and to recall and provide appropriate responses in emergency situations

• Ability to prioritize and multitask in a high traffic environment with frequent distractions

• Ability to communicate clearly, concisely, and accurately verbally and in writing

• Ability to quickly learn company policies and procedures

• Ability to work both independently and as part of a team

• Ability to proofread documents

• Ability to create and maintain accurate records

• Ability to maintain confidentiality

• Ability to type at least 30 words per minute

• Ability to learn and memorize names, faces, dates, and numbers

• Ability to view video monitors for up to eight hours

• Ability to sit for up to eight hours

• Ability to hear normal phone conversations and radio traffic

Physical Requirements

• Able to work in a confined space and sit for long periods of time

• Able to hear conversation on the telephone and radio with a variety of background noises and distractions

• Able to see, read and interpret documents

• Bi-manual dexterity

Licenses / Insurance

n/a

Testing Upon Offer of Hire

Criminal background check

Signed privacy and confidentiality notice

Drug screen (FTR only)

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