Security and Front Desk CSR Lead

Security and Front Desk CSR Lead

---------------------------------------------------------------The Security and Front Desk Customer Service Representative Lead is the initial point of in-person contact for employees, members and visitors of CareOregon. The position provides customer service by providing reception and general information as well as directing visitors, contractors and deliveries to the proper location. This role is also responsible for conducting all initial/first line security assessments of people and objects entering CareOregon facilities and is equipped to attempt de-escalation and/or make the first call to law enforcement if necessary. The position provides other routine physical security services, including alarms monitoring, incident response, access control monitoring, providing basic first aid, etc. As a Lead, the role operates in a team leadership capacity, assisting the supervisor with essential functions and serving as a resource to staff.

NOTE: This is on-site at our downtown corporate office Monday - Friday.
This position is eligible for an additional 7% lead pay.

Estimated Hiring Range:

$23.28 - $28.45

Bonus Target:

Bonus - SIP Target, 5% Annual

Current CareOregon Employees: Please use the internal Workday site to submit an application for this job.

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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.
• May need to provide notary services, depending on office location.

Employee Leadership

• Provide leadership for a team in support of team direction and goals.
• Provide input into staffing needs; assist in recruiting and hiring staff, using an equity, diversity, and inclusion lens.
• Participate in organizing, scheduling, monitoring, and improving work; help ensure employees have information to meet job expectations and have coverage during absences.
• Contribute to the development, communication, and oversight of team and individual goals.
• Train, lead, and coach employees; may facilitate team meetings.
• Incorporate guidance from CareOregon equity tools into people leadership.
• Help monitor employee adherence to department and organizational standards, policies, and procedures.
• Assist in evaluating employee performance, providing feedback to support success, recognizing strong performance, and addressing performance gaps and accountability (corrective action).
• Perform lead tasks in collaboration with Human Resources as needed.

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 of the organization’s strategic goals.
• Adhere to the organization’s policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education

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

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

Knowledge, Skills and Abilities Required

Skills and Abilities

• 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
• Ability to work effectively with diverse individuals and groups

• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, read, hear, and speak clearly for at least 6 hours/day

• Ability to stand, walk, sit, and perform repetitive finger and wrist movement for at least 3-6 hours/day
• Ability to push, pull, climb stairs, bend, and pinch small objects for at least 3 hours/day

Working Conditions

Work Environment(s): ☒ Indoor/Office ☐ Community ☒ Facilities/Security ☒ Outdoor Exposure

Member/Patient Facing: ☐ No ☐ Telephonic ☒ In Person

Hazards: May include, but not limited, to physical, ergonomic, chemical, and biological hazards

Equipment: General office equipment, multiple line telephone, portable radio, first-aid equipment, AED

Travel: This position may include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.

Schedule: Monday – Friday, 7:00 AM to 4:00 PM

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 (including THC/Marijuana). CareOregon is a federal contractor and must comply with all federal laws.

We offer a strong Total Rewards Program. This includes competitive pay, bonus opportunity, and a comprehensive benefits package. Eligibility for bonuses and benefits is dependent on factors such as the position type and the number of scheduled weekly hours. Benefits-eligible employees qualify for benefits beginning on the first of the month on or after their start date. CareOregon offers medical, dental, vision, life, AD&D, and disability insurance, as well as health savings account, flexible spending account(s), lifestyle spending account, employee assistance program, wellness program, discounts, and multiple supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings, etc.). We also offer a strong retirement plan with employer contributions. Benefits-eligible employees accrue PTO and Paid State Sick Time based on hours worked/scheduled hours and the primary work state. Employees may also receive paid holidays, volunteer time, jury duty, bereavement leave, and more, depending on eligibility. Non-benefits eligible employees can enjoy 401(k) contributions, Paid State Sick Time, wellness and employee assistance program benefits, and other perks. Please contact your recruiter for more information.

We are an equal opportunity employer

CareOregon is an equal opportunity employer. The organization selects the best individual for the job based upon job related qualifications, regardless of race, color, religion, sexual orientation, national origin, gender, gender identity, gender expression, genetic information, age, veteran status, ancestry, marital status or disability. The organization will make a reasonable accommodation to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the operation of our organization.