Response Coordinator II IJet Intelligent Risk Systems

Summary Description
The WC24 Response Coordinator II 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
Receive inbound hotline calls regarding crisis situations and appropriately triage callers to corporate contacts, if required
Provide assistance to callers in accordance with their company protocols, or initiate the appropriate response required to solve the problem or crisis
Develop e-mail reports for clients to document all hotline calls
Participate in training of new employees for taking hotline calls and standard protocol compliance procedures
Support WC24 Management with protocol development and updates as needed

Education/Experience Requirements

Bachelors Degree and direct experience in an operations center focused on emergency/crisis response, military, fire or law enforcement or a combination of 5 years experience in those disciplines
Foreign travel, education or work experience
Knowledgeable of NIMS, ICS and have completed (or completed within the first 90 days) these FEMA Emergency Management Institute courses:
IS-100.b - (ICS 100) Introduction to Incident Command System
IS-200.b (ICS 200) ICS for Single Resources and Initial Action Incidents
IS-700.a National Incident Management System (NIMS)
IS-800.b National Response Framework, An Introduction

Desirable Knowledge, Skills and Abilities

Skill in multi-tasking and coordinating simultaneous activities with great attention to detail and time management
Skill in observing situations analytically and objectively and relaying details accurately
Ability to think clearly and act quickly in emergencies
Ability to coordinate internal and external assets in order to solve client problems
Ability to meet attendance schedule with dependability and consistency
Excellent oral and written communications skills
Well-developed sense of judgment, critical thinking, analytical and interpersonal skills
Familiarity with transportation systems, security issues, medical response and other operational risk concerns to international organizations

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 asked to pass a background check as well as writing and technology aptitude screenings as a condition of employment.

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