Response Coordinator I IJet Intelligent Risk Systems

Summary Description
The WC24 Response Coordinator I is responsible for providing crisis response and hotline services for Worldcue24 customers. Responsibilities include answering the phones for the in-bound call center, diagnosing issues, and using the appropriate company protocols. Shift work is required, to include regular exposure to nights and weekends (differential is paid for shift hours).

Essential Duties and Responsibilities

Serve on a team comprised of subject matter experts who support a wide-range of security and integrated response products and services
Under general supervision receive client calls to various hotlines and follow proscribed procedures and protocols
Provide assistance to callers, contact phone numbers and specific information needed
Refer non standard issues or crisis situations to management in a timely manner
Prepare reports for clients to document hotline calls
Act as a direct point of contact for iJET customers
Communicate by any means necessary to solve caller inquires, i.e., telephone, email, fax SMS/MMS, etc.
Other duties as assigned

Education/Experience Requirements

Bachelors Degree or 4 years direct experience in emergency/crisis response, military tactical/combat operations centers or emergency dispatch/communicationss
2-6 years experience in a related field required; International studies, travel, call center and/or expatriate experience desired
Experience in an inbound call center, emergency management operations center or other operations centers that require communication skills during times of high stress

Desirable Knowledge, Skills and Abilities

Excellent oral and written communications skills and able to relay relevant situational information accurately
Well-developed sense of judgment, critical thinking, analytical and interpersonal skills
Familiarity with transportation systems, security issues, and other operational risk concerns to international organizations
Must be able to multi-task with great attention to detail
Must arrive on time for all shifts, understand working in a shift environment, and be a cheerful team player
Must have excellent time management skills

Unique job-related characteristics, skills, experience, software, etc. needed

Must be proficient with Microsoft Windows OS, with experience using PowerPoint, Excel, Outlook and Word
Must be technology savvy in general; experience with web based data entry systems required
Experience with call center technology, such as UCN, a plus
Candidates will be required to pass a background check as well as writing and technology aptitude screenings as a condition of employment. Shift work is a requirement for this position.

Location:	910F Bestgate Road Annapolis, MD 21401 United States