PURPOSE: To ensure safety and security of guests, team members, and tenants. Receive calls, respond, and handle requests for assistance from tenants, guests, and Mall staff.
ESSENTIAL DUTIES AND RESPONSIBILITES:
- Promptly answer incoming radio and phone calls, prioritize requests for assistance, and dispatch appropriate personnel following established procedures.
- Ask questions to interpret, analyze, and anticipate the caller’s situation to resolve their concern.
- Assist guests over the phone, including giving directions, answering questions, and requesting department personnel.
- Provide excellent guest service and maintain a professional, friendly manner in challenging situations and deescalate interactions with upset callers.
- Request assistance from appropriate public safety agencies, as necessary.
- Support officers in high stress, emergency situations by managing cameras and information.
- Conduct safety system audits to ensure equipment is functioning properly.
- Monitor Closed Circuit Television (CCTV), various alarm systems and respond to trouble signals.
- Use MOA Dispatch software and radio systems.
- Monitor Bloomington Police Department radio traffic and respond with pertinent information.
- Write and maintain detailed and accurate logs and records with the Computer Aided Dispatch (CAD) software, at times while on the phone with MOA staff, guests, tenants, or law enforcement.
- Compile digital video and audio footage for generated reports.
- Enter, process, and retrieve computerized data as requested.
- Maintain a high level of confidentiality, following MOA policy for sharing information when needed.
- Communicate weather alerts to appropriate MOA personnel.
- Continuously operate security cameras, by use of joystick and mouse controls, typing, and talking on the phone using a headset or handset.
- Work a flexible schedule, including nights, weekends, holidays, high volume days, and emergencies.
- Additional duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Must be at least 18 years of age.
- High School diploma or equivalent.
- Excellent guest service skills.
- Excellent reading, writing, listening and verbal communication skills.
- Excellent typing skills, able to pass required typing exercises.
- Strong organizational and prioritization skills.
- Able to remain calm in stressful situations, utilizing rational thinking and decision making.
- Able to process multiple streams of information at once and respond effectively.
- High aptitude for computers and ability to learn new programs and systems quickly strongly preferred.
- Prior public safety or security dispatching experience preferred.
- Prior MOA experience preferred.
PHYSICAL JOB REQUIREMENTS:
While performing the duties of this job, the officer will frequently be required to speak and listen to guests to understand their needs and communicate a solution. Officers must possess a level of hearing that will continuously allow them to communicate over phone and radio. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus. Officers are required to be able to tolerate multiple sensory stimuli at once while performing their duties. These stimuli may include: loud auditory/noise, smells/olfactory, bright lights, colors, motion, and other visual and tactile stimuli.
- Walk: Rarely, about 5% of the time
- Stand: Occasionally, about 50% of the time
- Sit: Occasionally, about 50% of the time
- Bend/Stoop: Rarely, about 5% of the time
- Kneel/Squat: Rarely, about 5% of the time
- Climb: Rarely, about 5% of the time
- Lift/Carry
- Less than 10lb: Rarely, about 5% of the time
- 11-25lb: Rarely, about 5% of the time
- 26-50lb: Rarely, about 5% of the time
- Over 50lb: Rarely, about 5% of the time
- Push/Pull: Rarely, about 5% of the time
- Twist: Rarely, about 5% of the time
- Reach above shoulders: Rarely, about 5% of the time
- Reach at or below shoulders: Rarely, about 5% of the time
- Reach at/below waist: Rarely, about 5% of the time
- Dexterity: Continuously, about 90% of the time
- Use of both hands is required to perform duties and maintain standards
Mall of America is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, sex, gender identity, sexual orientation, religion, marital status, genetic information, pregnancy, national origin, citizenship, physical/mental disability, military status, or any other basis prohibited by law.
Pay is based on many aspects which vary based on position. These include labor markets and, in some instances, may include education, work experience and certifications. In addition to your pay, Mall of America is passionate about the future of our team members, we want to ensure you have a wealth of support and resources, to care for yourself and your loved ones. Our one-of-a-kind job perks for most team members include, team member discounts, free Nickelodeon Universe ride passes, Teladoc, Employee Assistance Program, generous tuition reimbursement, and FREE Metro Pass Universal Pass. Mall of America offers eligible team members and their dependents comprehensive health benefits and programs, which may include medical, vision, dental, life insurance and more, to help you and your loved one’s care for your whole selves. Other benefits for eligible team members include 401(k) match, short term disability, long term disability, paid parental leave, and paid vacation. Find competitive benefits from financial and education to well-being and beyond at Job Perks + Benefits | Mall of America®
