Enterprise Accounts Specialist Job at Allied Universal® (Richardson)

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.

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Enterprise Accounts Specialist

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