Enterprise Accounts Specialist
Allied Universal, Richardson, TX, United States
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 Service Assurance Center Enterprise Accounts Specialist. The Service Assurance Center (SAC) is located in our Richardson, TX Office. Allied Universal’s SAC 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. An integral part of our Center is Post Watch™, a real-time schedule monitoring system that records the actual arrival and departure times of officers at their assigned posts. In addition, Post Watch immediately flags a post where an officer has not arrived on time, triggering an operator to contact the site to verify arrival or begin the escalating process searching for a replacement who meets the requirements of that post.
Service Assurance Center Enterprise Accounts Specialist will focus on identifying gaps in scheduled service for high profile Enterprise Accounts, documenting schedule changes, responding to emergency situations by contacting appropriate supervisory or management personnel and/or outside agency, ensuring issues identified during their shift are documented and escalated to SAC and/or branch office leadership.
RESPONSIBILITIES
Identify unscheduled shifts prior to shift start time and ensure that site management is notified
Identify scheduled shifts where an employee has failed to log in/out and take appropriate action
Adjust schedules to reflect actual service hours in real time
Create attendance exception records based on changes to schedules where appropriate
Receive after-hours call forwarding from all Allied Universal offices and take appropriate action
Respond to emergency situations by contacting appropriate personnel and documenting with incident reports
Train/retrain officers on call in procedure
Monitor safety check calls and respond appropriately
Give feedback to account managers, by way of notes in schedules or e-mails, on anything that needs to be corrected, at their accounts, with their employees, or with their site schedules
Handle local office calls during normal office hours and transfer calls to appropriate personnel
Assist with “Customer Connect Initiative”
Keep supervisor informed of significant issues
Work with the local branch and the client to resolve scheduling issues
Guard Management Platform (GMP) access to ensure requests are replied to and closed out properly for proper invoicing
QUALIFICATIONS
High School diploma or equivalent
Minimum of one (1) year of prior customer service experience
Ability to navigate a web-based system and type while assisting callers
Ability to work in a team environment as well as independently
Able to work in a fast‑paced environment
Ability to multi‑task with accuracy
Excellent customer relations phone etiquette skills
Highly motivated self‑starter
Customer service‑oriented phone skills
PREFERRED QUALIFICATIONS
One (1) or more years of Service Assurance Center Specialist experience
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.
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, 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.
#J-18808-Ljbffr
Allied Universal® is hiring a Service Assurance Center Enterprise Accounts Specialist. The Service Assurance Center (SAC) is located in our Richardson, TX Office. Allied Universal’s SAC 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. An integral part of our Center is Post Watch™, a real-time schedule monitoring system that records the actual arrival and departure times of officers at their assigned posts. In addition, Post Watch immediately flags a post where an officer has not arrived on time, triggering an operator to contact the site to verify arrival or begin the escalating process searching for a replacement who meets the requirements of that post.
Service Assurance Center Enterprise Accounts Specialist will focus on identifying gaps in scheduled service for high profile Enterprise Accounts, documenting schedule changes, responding to emergency situations by contacting appropriate supervisory or management personnel and/or outside agency, ensuring issues identified during their shift are documented and escalated to SAC and/or branch office leadership.
RESPONSIBILITIES
Identify unscheduled shifts prior to shift start time and ensure that site management is notified
Identify scheduled shifts where an employee has failed to log in/out and take appropriate action
Adjust schedules to reflect actual service hours in real time
Create attendance exception records based on changes to schedules where appropriate
Receive after-hours call forwarding from all Allied Universal offices and take appropriate action
Respond to emergency situations by contacting appropriate personnel and documenting with incident reports
Train/retrain officers on call in procedure
Monitor safety check calls and respond appropriately
Give feedback to account managers, by way of notes in schedules or e-mails, on anything that needs to be corrected, at their accounts, with their employees, or with their site schedules
Handle local office calls during normal office hours and transfer calls to appropriate personnel
Assist with “Customer Connect Initiative”
Keep supervisor informed of significant issues
Work with the local branch and the client to resolve scheduling issues
Guard Management Platform (GMP) access to ensure requests are replied to and closed out properly for proper invoicing
QUALIFICATIONS
High School diploma or equivalent
Minimum of one (1) year of prior customer service experience
Ability to navigate a web-based system and type while assisting callers
Ability to work in a team environment as well as independently
Able to work in a fast‑paced environment
Ability to multi‑task with accuracy
Excellent customer relations phone etiquette skills
Highly motivated self‑starter
Customer service‑oriented phone skills
PREFERRED QUALIFICATIONS
One (1) or more years of Service Assurance Center Specialist experience
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.
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, 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.
#J-18808-Ljbffr