Position Title: Security and Front Desk Customer Service Representative

Department: Business Continuity, Facilities and Safety

Title of Manager: Security and Front Desk Supervisor

Supervises: Non-supervisory position

Exemption Status: Non-Exempt

Work Hours: Monday – Friday, 7:00 AM to 4:00 PM or 10:00 AM to 7:00 PM

Requisition ID: 20764

Job Summary

The Security and Front Desk Customer Service Representative is the initial point of contact for employees, in-person members and visitors of CareOregon. The position provides basic customer service, including information about CareOregon and work that is conducted in the organization’s facilities. Visitors, contractors and deliveries are directed to the proper location in a prompt and courteous manner, consistent with our organizational values. This position also serves as the initial point of contact for security assessment for people and objects entering CareOregon facilities. In the event that an individual becomes uncooperative, disruptive and/or threatens to or becomes violent, this position is equipped to attempt de-escalation. If the incident continues to evolve, this position will make the first call to law enforcement. In addition, this position will provide other routine physical security services, including alarms monitoring, incident response, access control monitoring, CCTV monitoring, building rounds and providing basic first aid.

Essential Responsibilities

• Greet and direct members, contractors and visitors to CareOregon facilities.
• Provide initial security screening of all people entering CareOregon facilities.
• Understand local and state laws related to physical security and unauthorized individuals.
• Maintain situational and community awareness for potential threats or risks to CareOregon employees, members, visitors and property.
• Maintain and monitor access control at CareOregon facilities, including employee access badges.
• Treat all customers with honesty, courtesy, dignity and respect; maintain confidentiality as appropriate.
• Provide customers with professional, timely and competent service; escort visitors as needed.
• Monitor CCTV, monitor alarms, conduct building rounds and perform other routine security services.
• Provide security incident response and/or investigation as needed, including escalating to law enforcement if necessary.
• Create clear, concise incident reporting documentation.
• Provide scene assessment of emergencies and perform basic first aid as needed.
• Support internal employee parking garage administration.
• Cross matrix and support work within other departments, including but not limited to, Mail Room, Facilities, Safety and Disaster Preparedness.
• Support High Rise Building Evacuation Team as needed during drills and emergencies.
• Provide proactive, value-added service by identifying and reporting building issues.
• Consistently meet or exceed Department and Company standards and expectations including but not limited to quality, production and attendance.

Organizational Responsibilities

• Perform work in alignment with the organization’s mission, vision, and values.
• Support the organization’s commitment to equity, diversity, and inclusion by fostering a culture of open mindedness, cultural awareness, compassion, and respect for all individuals.
• Strive to meet annual business goals in support the organization’s strategic goals.
• Adhere to the organization’s policies, procedures, and other relevant compliance needs.
• Perform other duties as needed.

Knowledge, Skills and Abilities Required

• Ability to make rapid assessments of escalating situations
• Ability to articulate complex issues in an easy-to-understand manner
• Ability to contribute ideas and information in department meetings
• Ability to educate, give concise information and directions, and follow instructions
• Ability to work in a fast-paced environment and manage multiple tasks
• Excellent communication and customer service skills, including the ability to interact professionally, patiently, and courteously with customers over the phone and in person
• Strong active-listening and problem-solving skills
• Effective written communication skills
• Strong organizational skills
• Ability to attend to detail and be accurate
• Effective time-management skills; ability to meet deadlines
• Ability to use Microsoft Word, Outlook, Excel, SharePoint
• Ability to use cloud-based access control software system
• Ability to use online Call Tracking system to document all activities and communication with members
• Ability to use cloud-based visitor management system
• Ability to learn and utilize new software and technology
• Ability to use two-way radio to effectively communicate during routine security checks, drills and emergencies
• Ability to integrate with an existing team and share best practices
• Ability to contribute to department improvements
• Ability to commit to improving quality and productivity
• Ability to adhere to a set schedule and demonstrate excellent attendance
• Ability to work effectively with others in an environment with diverse individuals and groups
• Familiarity with the Incident Command System
• Possess a high degree of initiative and motivation along with the ability to effectively collaborate and plan with coworkers and others.

Physical Skills and Abilities Required

Cognitive and Other Skills and Abilities

Ability to focus on and comprehend information, learn new skills and abilities, assess a situation and seek or determine appropriate resolution, accept managerial direction and feedback, and tolerate and manage stress.

Education and/or Experience

Required:

• Minimum 1 year experience in security and customer service roles
• Oregon Department of Public Safety Standards and Training (DPSST) unarmed security professional certification OR qualify for DPSST Temporary Work Permit at time of hire
• Oregon DPSST unarmed security professional certification must be obtained within 120 days of the Temporary Work Permit issue date
• First Aid and CPR certified upon hire or obtained within 90 days of hire
• Private security staff must be at least 18 years of age

Preferred:

• More than 1 year of security and customer service experience in a health care, call center, claims and/or hospitality environment

Working Conditions

• Environment: This position’s primary responsibilities typically take place in the following environment(s) (check all that apply on a regular basis):

• Inside/office Clinics/health facilities Member homes

• Other: Member/patient facing and outdoors - patrols perimeter of building as needed

• Travel: This position may include occasional required or optional travel outside of the workplace, in which the employee’s personal vehicle, local transit, or other means of transportation may be used.
• Equipment: General office equipment, multiple line telephone, portable radio, first-aid equipment, AED
• Hazards: Possible contact with hostile persons
• If you receive an offer of employment for this position, it is contingent on the satisfactory completion of a pre-employment background check, immunization review, and drug screen. CareOregon is a federal contractor and must comply with all federal laws.

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

Veterans are strongly encouraged to apply.

Equal opportunity employer. This company considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.