Customer Service Agent

Company Overview:

Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the communities and customers we serve.

Allied Universal® is hiring a Call Center Representative at our Service Assurance Center (SAC) in Richardson, TX. The Call Center Representative handles a high volume of both inbound and outbound calls. Allied Universal’s Service Assurance Center (SAC) is a call center that operates 24 hours per day, 365 days per year, and is a critical component in ensuring on time, uninterrupted coverage of all post locations and accurate pay for officers. Service Assurance Center Specialists also assist with Post Watch™, a real-time schedule monitoring system, by contacting posts to verify the guard's arrival or begin the escalation process of searching for a replacement guard. This position may require working on holidays if they fall on your regularly scheduled workdays. This is a full time, in office role that requires weekends.

PAY: $17.00 per hour plus tiered retention/performance bonus eligibility

SCHEDULES AVAILABLE FOR CALL CENTER REPRESENTATIVE (full time, 40 hours per week):

• First Shift (6:30 am - 3:00 pm, with a 30 minute unpaid meal break)
• Evening Shift (2:30pm - 11:00 pm, with a 30 minute unpaid meal break)
• Overnight Shift (10:30pm - 7:00 am, with a 30 minute unpaid meal break)

Training Schedule: (6:30am - 3:00pm, Monday-Friday for the first 2 weeks)

RESPONSIBILITIES:

• Identify scheduled shifts where an employee has failed to log in/out and adjust schedules to reflect actual service hours of employees in real time
• Create attendance exception records based on changes to schedules where appropriate
• Monitor safety check calls and respond to emergency situations by contacting appropriate personnel and documenting with incident reports
• Notify account managers through calls and call notes on anything that needs to be corrected with their accounts, employees, or site schedules
• Handle local office calls during normal office hours and transfers calls to appropriate personnel
• Receive after-hours call forwarding from all Allied Universal offices and take appropriate action

QUALIFICATIONS:

• High School diploma or equivalent
• Must have a minimum of 1 year of consecutive and verifiable work experience in the customer service field
• Basic proficiency with Excel, Outlook, and Microsoft Teams
• Possess excellent customer service phone etiquette skills
• Navigate a web-based system, while assisting callers
• Work in a team environment and work independently
• Work in a fast-paced environment and multi-task with accuracy

PREFERRED QUALIFICATIONS:

• Prior high volume call center experience with both inbound and outbound calls

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k)plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

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Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

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