Senior Service Assurance Center 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 Senior Service Assurance Center 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.

RESPONSIBILITIES:

• Coach, mentor, and guide Service Assurance Center Specialists; take on a leadership role in the absence of the Center Supervisor.
• 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

QUALIFICATIONS:

• High School Diploma or equivalent
• One (1) or more years of Service Assurance Center Specialist experience
• Ability to navigate a web-based system and type while assisting callers
• Ability to work in a team environment as well as independently; ability to take initiative with minimal to no direct supervision
• Able to work in a fast-paced environment and multi-task with accuracy
• Excellent customer relations and phone etiquette skills; proficient oral and written communication skills

PREFERRED QUALIFICATIONS:

• Knowledge of AUS field operations
• Prior call 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:

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: