Call Center Representative – Evening Shift

Allied Universal®, North America’s leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

Allied Universal® is hiring a Service Assurance Center Specialist for our call center located in our Richardson, TX. Office. The Service Assurance Center Specialist 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 is a full time, in office role that often requires weekends.

Pay: $17.00 per hour

Schedule: Evening shift (2:30pm – 11:00pm, with a 30 minute lunch)

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
• Give feedback to account managers, by way of notes in schedules or e-mails, 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
• 1 year of prior customer service experience
• Basic proficency with Excel, Outlook, and Microsoft Teams
• Possess excellent customer service phone etiquette skills

In this role, you will:

• 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:

• Knowledge of Allied Universal field operations
• Prior call center, dispatch, or command/control center experience
• Scheduling experience

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

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

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