Senior Service Assurance Center Specialist

Allied Universal•Richardson, TX

11d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Knowledge of AUS field operations
Prior call center experience
Scheduling experience

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