Regional Service Specialist Job at Allied Universal® (Santa Ana)

Job Description

The Regional Service Specialist is the front line of the field team's communications with customers when they have requests, questions, concerns, and/or inquiries. The Regional Service Specialist is responsible for scheduling the best available resources while balancing customer control requirements and overall satisfaction. This position is also responsible for ensuring effective communication and escalation to appropriate leadership for any and all matters that need remediation.

Job Responsibility

Routing of requests, concerns, questions, and inquiries to appropriate parties (including Management and Technical Staff) either through an electronic service toolset, telephone, email, instant messaging, and other communications mediums
Coordinate and liaise with all departments related to assigned service activities and necessary escalation
Effectively communicate deficiencies, concerns, or inquiries immediately to management regarding any inquiry from a customer or internally interested party
Maintain Service Level Agree (SLA) requirements for contracted customer issues and service requests by prompt notifications and documentation of reported issues and questions
Responsible for maintaining effective internal communications and to ensure contractual obligations are fulfilled while quickly resolving issues, thereby minimizing customer concerns and enhancing customer relations
Track regionally logged cases and work-order tasks and report anomalies to appropriate management staff
Produce on-demand and recurring reports for Service Management staff
Update Work Order Tasks as assigned
Follow up and communicate with external and internal customers as required
Assist the Service Manager with planning, organization and scheduling of all daily service activities
Support the Service Manager in maintaining an effective service organization committed to customer and employee satisfaction and profitable growth
Communicate management directives to field staff and ensure compliance (WFS, Safety, etc.)
Assist the Service Manager to coordinate and liaise with all departments related to service activities
Work with the installation team on Install-to-Service turnovers

Requirements

High school diploma or equivalent
Licensing requirements are subject to state and/or local laws and regulations and may be required prior to employment
Minimum of (1) year of experience in service intake and dispatch in the security industry or related field
Ability to establish and maintain effective working relationships with both internal and external customers
Must be detail-oriented and organized
Planning and reporting skills
Excellent oral, written communication, and follow-up skills
Strong analytical and decision-making abilities
Self-motivated with the ability to motivate and influence others
Ability to manipulate, navigate, and utilize electronic web-based service tools to execute all facets of service delivery/productivity/efficiency

Nice to have

Experience in ServiceNow platform
Experience with the SAP ByDesign Enterprise Resource Planning (ERP) application
Experience with the execution of the service delivery process in the security industry or related field
Security industry or related field technical certifications
Ability to speak, read, and write Spanish or other foreign languages
College degree in construction, mechanical, or related field

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

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Regional Service Specialist

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