Specialist, Communications - OIC

OIC Communications Specialist

The Operational Intelligence Center (OIC) is a sophisticated command center dedicated to providing exceptional customer service to retail centers across North America. As an OIC Communications Specialist, you will be responsible for delivering top-notch customer service through telephone interactions with customers and tenants, supporting security operations via radio communications, and monitoring video surveillance systems. This role requires outstanding computer skills, the ability to master multiple applications, and a commitment to delivering excellent customer service in every interaction.

Primary Responsibilities :

• Answer, evaluate, and prioritize incoming telephone and radio calls.
• Communicate effectively with callers to gather complete information and determine the appropriate level of service, including dispatching police, fire, medical, security, or property management.
• Collaborate with on-site security personnel to resolve incidents.
• Provide pre-arrival emergency or medical instructions to law enforcement or fire personnel.
• Escalate and coordinate incidents with the OIC Supervisor.
• Interpret site maps, and computer-aided design maps.
• Familiarize yourself with the layout and current threats and challenges of multiple retail centers.
• Maintain confidentiality of policies, procedures, emergency response information, and administrative materials.
• Master several computer applications for data logging, information navigation, and customer support.
• Understand and follow emergency and evacuation procedures for assigned retail centers.
• Identify and respond effectively to suspicious criminal activity.
• Operate and monitor surveillance cameras and programs, ensuring all equipment functions properly.
• Support record management and data collection efforts, including video documentation and investigation assistance.
• Maintain an effective video management system and maneuver cameras to document events and assist investigations.

Basic Qualifications :

Preferred Qualifications :

Knowledge and Skills Required :

Physical Requirements and Environment :