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Enterprise Accounts Specialist

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Allied Universal®

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Location:
United States , Richardson

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Service Assurance Center Enterprise Accounts Specialist will focus on identifying gaps in scheduled service for high profile Enterprise Accounts, documenting schedule changes, respond to emergency situations by contacting appropriate supervisory/management personnel and/or outside agency, ensuring issues identified during their shift are documented and escalated to SAC and/or branch office leadership.

Job Responsibility:

  • 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
  • Work with the local branch and the client to resolve scheduling issues
  • Guard Management Platform (GMP) access to ensure requests are replied to and closed out properly for proper invoicing

Requirements:

  • High School diploma or equivalent
  • Minimum of one (1) year of prior customer service experience
  • Ability to navigate a web-based system and type while assisting callers
  • Ability to work in a team environment as well as independently
  • Able to work in a fast-paced environment
  • Ability to multi-task with accuracy
  • Excellent customer relations phone etiquette skills
  • Highly motivated self-starter
  • Customer service-oriented phone skills

Nice to have:

  • One (1) or more years of Service Assurance Center Specialist experience
  • Knowledge of Allied Universal field operations
  • Prior call center, dispatch, or command/control center experience
  • Scheduling experience
What we offer:
  • 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.

Additional Information:

Job Posted:
March 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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