Customer Service Agent

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 Call Center Representative at our Service Assurance Center (SAC) in Richardson, TX. The Call Center Representative handles a high volume of both inbound and outbound calls. Allied Universal's Service Assurance Center (SAC) is a call center that 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. Service Assurance Center Specialists also assist with Post Watch, a real-time schedule monitoring system, by contacting posts to verify the guard's arrival or begin the escalation process of searching for a replacement guard. This position may require working on holidays if they fall on your regularly scheduled workdays . This is a full time, in office role that requires weekends. 

PAY: $17.00 per hour plus tiered retention/performance bonus eligibility 

SCHEDULES AVAILABLE FOR CALL CENTER REPRESENTATIVE (full time, 40 hours per week):

• First Shift (6:30 pm - 3:00 pm, with a 30 minurte unpaid meal break)
• Evening Shift (2:30pm - 11:00 pm, with a 30 minute unpaid meal break) 

Training Schedule: (6:30am - 3:00pm, Monday-Friday for the first 2 weeks)

RESPONSIBILITIES:

• Identify scheduled shifts where an employee has failed to log in/out and adjust schedules to reflect actual service hours of employees in real time
• Create attendance exception records based on changes to schedules where appropriate
• Monitor safety check calls and respond to emergency situations by contacting appropriate personnel and documenting with incident reports
• Notify