Client Account Specialist

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. We offer a comprehensive benefits package that may include medical, dental, and vision coverage, life insurance, a retirement plan, employee assistance programs, company discounts, and other perks, depending on the position and eligibility.

Job Description:

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, respond to emergency situations by contacting appropriate supervisory/management personnel and/or outside agency, ensuring issues identified during their shift are documented and escalated to SAC and/or branch office leadership.

RESPONSIBILITIES: Those duties necessary to meet the minimum requirements of the position. To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

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 transfers 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.