Customer Service – Gate Concierge – Spanish Bilingual Preferred

Customer Service – Community Gate Concierge – Bilingual in Spanish Preferred

SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of our success. Join our team and become part of a culture dedicated to excellence and innovation.

Job Summary: The Community Gate Concierge works virtually from our corporate office in Jacksonville as the first point of contact for residents, visitors, and vendors entering the communities we serve. This role handles incoming calls related to gate access, assists residents and visitors with gate entry procedures, and ensures smooth and seamless interactions. The ideal candidate will have excellent communication skills, a strong customer service background, and the ability to handle various administrative tasks efficiently.

Currently hiring for these three shifts:

• 7:00 AM – 3:00 PM
• 3:00 PM – 11:00 PM
• 11:00 PM – 7:00 AM

Duties and Responsibilities:

• Greet residents, guests, and vendors warmly and professionally in a virtual setting as they enter the community.
• Verify and manage access permissions for residents, visitors, and service personnel.
• Maintain accurate records of all entries and exits.
• Provide clear and concise instructions to callers regarding entry procedures and community guidelines.
• Answer phone calls and respond to inquiries or direct them to the appropriate department.
• When applicable, coordinate with on-site security personnel to ensure efficient gate operations.
• Address and resolve resident complaints and concerns with professionalism and empathy.
• Follow established protocols for the entry of all visitors, guests, emergency vehicles, delivery drivers, and school buses.
• Monitor and report any suspicious activities or security concerns to the appropriate member(s) of leadership.
• As needed, perform administrative tasks such as data entry, updating records, and generating reports.
• Maintain knowledge of community requirements, the number of gates monitored, and community preferences to provide accurate information to callers.
• Participate in ongoing training and professional development programs.
• Promote and maintain a safe environment.
• Perform additional duties as required to support business needs.

Requirements:

• High school diploma or equivalent.
• Minimum of 2 years of proven experience in a call center, customer service, or similar role preferred.
• Proficiency in Microsoft Office Suite; quickly learn in-house software and other applications.
• Work weekends and holidays when scheduled.
• Strong professionalism, communication, and interpersonal skills.
• Effective organizational and multitasking abilities.
• Remain calm and professional under pressure.
• Familiarity with security procedures and surveillance systems is preferred.
• Bilingual in Spanish is preferred.
• Safety first mindset.
• Pass drug screening and background requirements.

Physical Requirements:

• Remain seated at a desk, stand, or move from place to place for extended periods.
• Occasionally move light objects.
• Observe details at close range.
• Take notes, operate technology, and present information.
• Read documents and presentations using electronic devices and hard copy materials while interacting with others.
• Exchange accurate information in person, over the phone, in writing, and electronically.
• Communicate clearly and articulately during interpersonal interactions so others will understand.

Work Location: Onsite at Jacksonville headquarters

Job Type: Full-time, non-exempt

Work Hours/Availability:

• Regular hours: 7 AM – 3 PM, 3 – 11 PM, or 11 PM – 7 AM. Must be able to work weekends and some holidays but will have two consecutive days off.
• The first two weeks of training will be from 9 AM until 4 PM, Monday through Friday.

Pay Rate: $17/hour plus incentives

Benefits:

• Competitive pay
• Comprehensive benefits package (medical, dental, vision)
• 401(k) and match
• Paid time off and holidays
• Opportunities for professional development and career growth

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

SafeTouch is a certified Minority Business Enterprise (MBE) by the National Minority Supplier Development Council (NMSDC) and the National Association of Investment Companies (NAIC).