Customer Service Representative - Multiple Shifts

Overview

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, 401K, employee assistance programs, company discounts, perks and more for all full-time positions!

Job Description

Allied Universal® is currently seeking a Customer Service Representative to answer calls in our Support Center located in our in Richardson, TX Office. Allied Universal Support Center, 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 Support 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 searching for a replacement who meets the requirements of that post. This position is required to be in-office full-time. 5 days per week with 2 days off. Starting pay: $17 per hour.

Available Shift:

• Day Shift (6:30am-3:00pm, with a 30 minute lunch)
• Evening Shift (2:30p-11:00p, with a 30 minute lunch)
• Overnight Shift (10:30pm-7:00am, with a 30 minute lunch)

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: Those duties necessary to meet the minimum requirements of the position. Other duties may be assigned:

• Identify unscheduled shifts prior to shift start time and insure that post is filled.

• Identify scheduled shifts where officer has failed to log in/out and take appropriate action to get post covered or office signed out.

• Take call offs, document situation, notify local management, and assist in filling post.

• Based on above, adjust schedules to reflect what happened in real time.

• Create attendance exception record 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.

• Respond to alarm calls by dispatching appropriate personnel and documenting calls so that it will be billed properly.

OTHER RESPONSIBILITIES: Other duties or responsibilities that may typically be assigned to this position include but are not limited to:

• 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.

• Handles local office calls during normal office hours and transfers calls to appropriate personnel.

• Assist with “Customer Connect Initiative"

• Keeps supervisor informed of significant issues

QUALIFICATIONS: To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or experience required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 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.
• Handles local office calls during normal office hours and transfers calls to appropriate personnel.
• Assist with “Customer Connect Initiative"
• Keeps supervisor informed of significant issues

PHYSICAL/MENTAL REQUIREMENTS AND WORKING ENVIRONMENT:

• While performing the duties of this job, the employee is regularly required to use both hands, is frequently required to stand, sit, stoop, talk and hear (communicate verbally in person and via regular telephone equipment), and must be able to read computer screens, correspondence and reports in English.
• The employee must constantly walk, stand, reach with both hands and arms, and must be able to drive a vehicle. The employee may occasionally lift and/or move up to 25 pounds. May be required to climb stairs on an intermittent basis at client sites.
• The job is generally performed in an office setting; however, during site visits the employee may be subject to adverse conditions such as rain, cold or heat for short periods of time.
• The ambient noise level is usually quiet, consisting of normal conversations, business machines (copiers, printers, etc.) and telephones, but occasionally may be above-normal for portions of the shift.
• The employee must be able to concentrate on details, work under deadline pressures, apply sound logic and judgment, and prioritize tasks and responsibilities.
• Must be able to focus and multi-task in a busy environment, with the ability to successfully handle stressful situations in a calm and professional manner. Includes being able to effectively manage multiple employees with diverse personalities and engage them to perform at optimum levels.

Must be able to clearly speak, read and write English.

Closing

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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