Facility Monitoring & Response Specialist

MISSION STATEMENT

SecureSpace Self Storage is one of the fastest-growing Self Storage platforms in the USA, with assets located primarily in high-density, urban markets. With a focus on exceptional customer service and upgraded security features, SecureSpace provides a high-quality experience that our customers can count on in any store they visit.

SCOPE OF POSITION

The Customer Service Security Support Representative at SecureSpace is responsible for maintaining facility safety and operational integrity through proactive monitoring, rapid i ---------- response, and exceptional customer interaction. This remote role requires a vigilant, detail-oriented individual who can assess real-time security situations, engage with law enforcement or internal teams when needed, and provide accurate documentation post-i ---------- . With access to advanced systems such as PTI, OpenTech, Spot AI, and Turing, this tea ---------- mber plays a crucial role in safeguarding our nationwide facilities and ensuring a seamless customer experience.

This position requires strong critical thinking, situational awareness, and communication skills, as well as a willingness to step into fast-moving situations, provide clarity, and document everything from first alert to after-action reporting.

SKILLS & EXPERIENCE:

· 2+ years in customer service, security operations, or dispatch coordination.

· High school diploma or equivalent required; college education is a plus.

· Comfortable navigating surveillance and facility management systems (PTI, OpenTech, Spot AI, Turing).

· Strong verbal communication with ability to calmly engage with law enforcement and internal teams.

· Highly organized, analytical, and able to track movement across multiple data sources.

· Self-driven, dependable, and flexible to shift between security monitoring and customer support roles.

· Experience handling confidential or sensitive information with discretion.

RESPONSIBILITIES: include (but are not limited to):

· Respond to alerts involving open gates, suspicious activity, or reported break-ins.

· Call local Police Departments (non-emergency line) when needed and guide responding officers through the site.

· Gather critical details for i ---------- resolution: determine if individuals involved are tenants, verify site hours, confirm if "Do Not Trespass" orders are in place, and identify how the i ---------- began.

· Escalate i ---------- to the Area Manager when necessary; follow a clear escalation path if unreachable.

· Collect and share evidence (photos, videos, system logs) with PD or internal stakeholders as needed.

· Track individuals across the site using available tools, determine current presence or departure, and provide full traceable timelines.

· Prepare and distribute After-Action Reports via email to key stakeholders

· Support live i ---------- response in real time, participate in post-event recaps, and continuously refine response protocols.

· Perform additional duties as assigned, especially in response to evolving security risks.

REPORTS TO: Security Operations Lead / Customer Success Manager

PHYSICAL REQUIREMENTS:

Qualified individuals must be able to perform the position's essential duties with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment to meet the physical requirements of the position. GSA/SecureSpace will attempt to satisfy requests if the accommodations needed are reasonable and no undue hardship would result.

· Ability to perform essential job functions while seated for extended periods, including working on a computer and taking phone calls, as well as sit, walk, stand, bend, squat, climb, kneel, and twist intermittently or continuously.

· Must be capable of reviewing surveillance footage, reading i ---------- reports, and compiling documentation with or without visual aids.

· Capability to read documents and focus on computer screens, with or without corrective lenses as may be required.

· Ability to arrange the workspace efficiently for productivity, accommodating any individual needs for ergonomic considerations.

· Willingness to transition between various tasks and responsibilities while maintaining work efficiency and effectiveness.