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):
Evening shift (2:30pm - 11:00 pm, with a 30 minute unpaid meal break)
Overnight shift (11:00pm - 6:30 am, 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 account managers through calls and call notes on anything that needs to be corrected with their accounts, employees, or site schedules
- Handle local office calls during normal office hours and transfers calls to appropriate personnel
- Receive after-hours call forwarding from all Allied Universal offices and take appropriate action
QUALIFICATIONS:
- High School diploma or equivalent
- Must have a minimum of 1 year of consecutive and verifiable work experience in the customer service field
- Basic proficency with Excel, Outlook, and Microsoft Teams
- Possess excellent customer service phone etiquette skills
- Navigate a web-based system, while assisting callers
- Work in a team environment and work independently
- Work in a fast-paced environment and multi-task with accuracy
PREFERRED QUALIFICATIONS:
- Prior high volume call center experience with both inbound and outbound calls
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.
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