Service Assurance Center Enterprise Accounts Specialist

Job Description

Job Description

Overview

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. 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. The Enterprise Accounts Specialist is responsible for monitoring high-profile Enterprise Accounts by identifying gaps in scheduled service, documenting schedule changes, coordinating responses to emergency situations, and ensuring all issues identified during their shift are accurately documented and escalated to SAC and/or branch leadership.

RESPONSIBILITIES:

• Monitor and adjust schedules in real time by identifying unscheduled or missed shifts, ensuring site management is notified, and updating records to reflect actual service hours
• Create and maintain accurate attendance exception records, collaborating with local branches and clients to resolve scheduling issues promptly
• Monitor and respond to safety check calls and emergency situations by contacting appropriate personnel and documenting with incident reports
• Train/retrain officers on call-in procedures
• Provide feedback to account managers, by way of notes or e-mails, on anything that needs to be corrected with their accounts, employees, or site schedules
• Use the Guard Management Platform (GMP) to ensure requests are replied to and closed out properly for proper invoicing
• Receive calls from Allied Universal employees and transfer calls to appropriate personnel
• Create and distribute after-action reports directly to the client

QUALIFICATIONS (MUST HAVE):

• 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
• Experience working in a team environment as well as independently
• Ability to multi-task in a fast-paced environment, while showcasing strong attention-to-detail
• Strong verbal and written communication skills with an emphasis on providing excellent customer service over the phone
• Highly motivated self-starter

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• 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, retirement plan and disability insurance
• 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.

Pay Rate: $22 / hour

Licensed by the New York State Department of State

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:

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: