Customer Service Team Lead

Allied Universal • Richardson, TX • 1h ago

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. We offer a comprehensive benefits package that may include medical, dental, and vision coverage, life insurance, a retirement plan, employee assistance programs, company discounts, and other perks, depending on the position and eligibility.

Job Description:

Allied Universal® is hiring a Service Assurance Center Shift Lead. 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.

RESPONSIBILITIES:

Give feedback to the shift Specialists, by way of notes in schedules or e-mails, on anything that needs to be corrected; coordinates schedules and break times, assist in new and remedial training; counsel employees as needed related to company policies

Identify unscheduled shifts prior to shift start time and ensure that site management is notified

Identify scheduled shifts where officer has failed to log in/out and take appropriate action

Based on above, adjust schedules to reflect what happened in real time

Create attendance exception record 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

Assists with local office calls during normal office hours and transfers calls to appropriate personnel.

Assist with "Customer Connect Initiative"

Keeps supervisor and manager informed of significant issues

QUALIFICATIONS:

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

PREFERRED QUALIFICATIONS:

Senior Service Assurance Center Specialist experience

Knowledge of AUS field operations

Prior call center experience

Scheduling experience

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.

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

Job ID: 2026-1516725

Location: United States-Texas-Richardson

Job Category: Administrative

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