National Accounts Coordinator

Securitas Security Services•Charlotte, NC

90d

About The Position

The NCC National Accounts Coordinator supports the National Accounts Temporary Services program by processing service requests/changes/cancellations from National Account clients via phone and/or Web Form emails. The position serves as a liaison between Securitas branches and National Account clients to ensure that all service requests are fulfilled.

Requirements

Knowledge of standard office procedures and practices.
Demonstrated proficiency in Microsoft Word, Excel, Outlook, and Access.
Demonstrated proficiency in the English language in both oral and written communications.
Must possess excellent verbal and written skills, including good grammar.
Clear, professional, and pleasant speaking voice and courteous telephone manner.
Strong customer service and results orientation.
High level of attention to detail.
Excellent planning, organization and time management skills.
Ability to interact effectively with both company and client representatives at all levels.
High School Diploma or GED required and two years + of related administrative functions in an office setting or call center environment.
Must be very detail-oriented, dependable and reliable (incl. proficiency at follow-up), and possess strong work ethic
Good organization and time management skills are essential characteristics utilized by this position.
Able to work in a multi-tasked environment
Possess professional and positive demeanor
Flexibility: NCC operates 24 hours per day 7 days a week 365 days a year.
Must have the ability to work shift times that are not normal business hours of operation
May be required to work holidays
Maintain excellent attendance
Dependably report to work on time for assigned schedule
Adaptable to schedule changes, which consist of more (or less) time flexibility
Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey
Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results
Close vision, distance vision, and ability to adjust focus
Regular talking and hearing
Wearing of a headset throughout work shift
Receiving automatically connected phone calls from an ACD phone system
Ability to sit for long periods of time while working on a personal computer

Nice To Haves

Working knowledge of computerized systems like PeopleSoft a plus.
Previous call center experience is a plus.

Responsibilities

Receive all incoming forms of communication from National Account Temporary Services clients and Securitas branch offices servicing those clients during business hours, non-business office hours, and holidays.
Respond appropriately to all calls and emails by evaluating the situation and reviewing procedures on what steps to take for each request type.
Identify local Securitas branch office and contact available security staff to secure coverage for client request for service.
Input Security Officer work assignment in Securitas scheduling/payroll system.
Track the confirmation status of all service requests/changes/cancellations for each client and report that information to the client daily.
Reconcile tracking sheets to NCC List of Cases report on a daily basis.
Verify validity of service failures and communicate those to National Accounts Temporary Services department for follow-up and/or resolution with branch offices.
Track the department numbers for service requests for NCC charge backs.
Assist with and/or initiate projects that improve the overall efficiency of National Accounts Temporary Services support.
Perform other duties as requested by management.