📌 Core Information
🔹 Job Title: Video Surveillance Agent
🔹 Company: Zeus Fire and Security
🔹 Location: Honolulu, Hawaii, United States
🔹 Job Type: Full-Time, Non-exempt
🔹 Category: Security and Investigations
🔹 Date Posted: July 15, 2025
🔹 Experience Level: Entry-level (0-2 years)
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Monitoring video feeds and alarms to ensure proper functioning and detect activity
- Handling customer and police inquiries regarding dispatch and incidents
- Working flexible hours, including nights, weekends, and holidays
- Providing basic customer support and maintaining acceptable customer service evaluations
ASSUMPTION: This role requires a high level of concentration and multitasking, as agents must monitor multiple video feeds simultaneously and respond to alarms and inquiries promptly.
📋 Key Responsibilities
✅ Monitor video feeds from security cameras to detect activity and report incidents
✅ Monitor alarms to ensure they are functioning properly
✅ Handle and resolve inquiries from customers and police regarding dispatch
✅ Answer and follow-up on video alarm signals
✅ Record necessary information on accounts pertaining to calls and/or alarms received
✅ Acknowledge, review, load alarm videos and images via automation system
✅ Initiate outbound calls to customers, police agencies, and emergency contacts
✅ Provide basic support to all customers and respond to questions regarding alarms and procedures
✅ Maintain acceptable customer service evaluations
✅ Perform other miscellaneous responsibilities and duties as assigned
ASSUMPTION: This role may involve exposure to distressing or sensitive content, as agents may witness or receive reports of incidents through video feeds and alarm signals.
🎯 Required Qualifications
Education: High school diploma or equivalent
Experience: Customer service experience required
Required Skills:
- Ability to review and discern appropriate actions based on video footage
- Ability to watch multiple videos/monitors simultaneously
- Ability to follow directives and specific procedures
- Ability to troubleshoot and find solutions and resolution
- Good communication skills
- Basic data entry and retrieval skills
Preferred Skills:
- Previous experience in video surveillance or a related field
- Bilingual or multilingual skills
ASSUMPTION: While not explicitly stated, having a clean driving record and reliable transportation may be beneficial for this role, as agents may need to respond to on-site incidents or visit customers.
💰 Compensation & Benefits
Salary Range: $19.00 per hour
Benefits:
- Health Insurance
- Dental Insurance
- Eye Insurance
- STD Insurance
- Life Insurance
- 401k Savings Plan
- Paid Time Off
- Training
- Opportunities for Growth
- Pet Insurance
Working Hours: 40 hours per week, with flexible scheduling including nights, weekends, and holidays
ASSUMPTION: The compensation and benefits package is competitive for the security industry, but may not be as extensive as those offered by larger corporations.
📌 Applicant Insights
🔍 Company Context
Industry: Security and Investigations
Company Size: 11-50 employees
Founded: 2021
Company Description:
- Zeus Fire & Security is a national network of fire protection and security providers
- Recognized for execution excellence across a variety of service lines and end markets
- Addresses customer’s commercial and residential fire protection and security needs
Company Specialties:
- Fire system installation, testing, and inspection
- Physical security system installation and video monitoring
Company Website: zeusfireandsecurity.com
ASSUMPTION: As a relatively new company, Zeus Fire & Security may offer opportunities for growth and advancement as the organization expands.
📊 Role Analysis
Career Level: Entry-level (0-2 years)
Reporting Structure: This role reports directly to the Alarm Monitoring Center Manager
Work Arrangement: On-site, with flexible scheduling including nights, weekends, and holidays
Growth Opportunities:
- Progression to a supervisory or management role within the Alarm Monitoring Center
- Transition to other roles within the company, such as sales or customer service
ASSUMPTION: Due to the nature of the role, there may be limited opportunities for career advancement within the Alarm Monitoring Center itself, but potential exists for growth within the broader organization.
🌍 Location & Work Environment
Office Type: On-site, with a 24/7 operation
Office Location(s): Honolulu, Hawaii, United States
Geographic Context:
- Honolulu is the most populous city in Hawaii, with a diverse population and a mix of urban and suburban areas
- The cost of living in Honolulu is higher than the national average, with a median home price of around $800,000
- Honolulu offers a tropical climate, with warm temperatures year-round and plenty of sunshine
Work Schedule: Shifts are typically 8 hours long, with a 30-minute meal break and two 15-minute rest periods
ASSUMPTION: The work environment may be fast-paced and stressful at times, due to the nature of the role and the need to respond to alarms and incidents promptly.
💼 Interview & Application Insights
Typical Process:
- Initial phone or video screening to assess communication skills and customer service experience
- In-person or virtual interview with the Alarm Monitoring Center Manager to discuss the role and company culture
- Background check and drug test, as required for the position
Key Assessment Areas:
- Communication skills and ability to handle customer inquiries
- Problem-solving skills and ability to troubleshoot issues
- Attention to detail and ability to monitor multiple video feeds simultaneously
- Adaptability and ability to work flexible hours, including nights, weekends, and holidays
Application Tips:
- Highlight any previous experience in video surveillance, customer service, or a related field
- Demonstrate strong communication skills and problem-solving abilities in your resume and cover letter
- Emphasize your ability to work flexible hours and adapt to a fast-paced work environment
ATS Keywords: Video Monitoring, Alarm Monitoring, Customer Service, Communication Skills, Data Entry, Troubleshooting, Incident Reporting, Problem Solving
ASSUMPTION: As a smaller company, Zeus Fire & Security may have a more streamlined application process and be more accessible to applicants than larger corporations.
🛠️ Tools & Technologies
- Video surveillance software and monitoring systems
- Alarm automation system for acknowledging, reviewing, and loading alarm videos and images
- Customer relationship management (CRM) software for tracking customer interactions and resolving issues
ASSUMPTION: The specific tools and technologies used may vary depending on the company's needs and the individual agent's responsibilities.
👔 Cultural Fit Considerations
Company Values:
- Customer Focus
- Integrity
- Teamwork
- Accountability
- Excellence
Work Style:
- Fast-paced and adaptable, with a focus on prompt response times
- Team-oriented, with a collaborative approach to problem-solving
- Customer-focused, with a commitment to providing excellent service
Self-Assessment Questions:
- Do you have strong communication skills and the ability to handle customer inquiries professionally?
- Can you work effectively in a fast-paced, team-oriented environment?
- Are you adaptable and able to work flexible hours, including nights, weekends, and holidays?
ASSUMPTION: As a smaller company, Zeus Fire & Security may place a greater emphasis on cultural fit and team dynamics than larger corporations.
⚠️ Potential Challenges
- Exposure to distressing or sensitive content through video feeds and alarm signals
- Fast-paced work environment with high stress and pressure to respond promptly to alarms and incidents
- Limited opportunities for career advancement within the Alarm Monitoring Center itself
- Potential for limited work-life balance due to flexible scheduling and on-call requirements
ASSUMPTION: While there may be challenges associated with this role, the company offers a comprehensive benefits package and opportunities for growth and development.
📈 Similar Roles Comparison
- Video Surveillance Agent vs. Security Guard: While both roles involve monitoring and responding to security threats, the Video Surveillance Agent role is more focused on remote monitoring and less on physical patrolling and on-site presence
- Video Surveillance Agent vs. Customer Service Representative: Both roles require strong communication skills and the ability to handle customer inquiries, but the Video Surveillance Agent role is more focused on monitoring and responding to security threats, while the Customer Service Representative role is more focused on assisting customers with non-security-related issues
- Video Surveillance Agent vs. 911 Operator: Both roles involve responding to emergency calls and dispatching appropriate resources, but the Video Surveillance Agent role is more focused on monitoring and responding to security threats, while the 911 Operator role is more focused on handling a wide range of emergency situations
ASSUMPTION: While there are similarities between the Video Surveillance Agent role and other security and customer service roles, the unique aspects of this position make it a distinct and valuable opportunity for the right candidate.
📝 Sample Projects
- Developing and implementing a new alarm response protocol to improve response times and ensure appropriate resource allocation
- Creating and delivering training sessions to educate customers on best practices for using their security systems and preventing false alarms
- Analyzing alarm data to identify trends and patterns, and using this information to inform system improvements and enhancements
ASSUMPTION: While the specific projects and initiatives may vary depending on the company's needs and the individual agent's responsibilities, the Video Surveillance Agent role offers opportunities for professional growth and development through project-based work.
❓ Key Questions to Ask During Interview
- What are the most challenging aspects of the Video Surveillance Agent role, and how does the company support agents in overcoming these challenges?
- How does the company ensure that agents are able to maintain a healthy work-life balance, given the flexible scheduling and on-call requirements of the role?
- What opportunities are there for professional growth and development within the Alarm Monitoring Center, and how does the company support agents in pursuing these opportunities?
- How does the company approach diversity, equity, and inclusion, and what initiatives are in place to foster a supportive and inclusive work environment?
- What is the company's approach to employee engagement and feedback, and how does this inform decision-making and continuous improvement?
ASSUMPTION: Asking thoughtful and insightful questions during the interview process can help applicants better understand the role, the company, and the cultural fit, and can also demonstrate their interest and engagement in the opportunity.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills, with a focus on customer service, communication, and problem-solving
- Prepare for the interview by researching the company and practicing common customer service scenarios
- Follow up with the hiring manager after the interview to express your appreciation and reiterate your interest in the opportunity
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
