Customer Service Agent

Allied UniversalRichardson, TX, US

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Job Description

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.

LI-JS2

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Customer Service Agent • Richardson, TX, US