Call Center Representative - Full Time

About the position

The Call Center Representative at Allied Universal® plays a crucial role in managing a high volume of inbound and outbound calls within the Service Assurance Center (SAC) in Richardson, TX. This full-time position requires working in a dynamic environment that operates 24/7, ensuring timely and accurate service coverage for all post locations. The representative will be responsible for monitoring schedules, responding to emergencies, and maintaining communication with account managers and personnel.

Responsibilities
• Identify scheduled shifts where an employee has failed to log in/out and adjust schedules to reflect actual service hours of employees in real time.
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• Create attendance exception records based on changes to schedules where appropriate.
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• Monitor safety check calls and respond to emergency situations by contacting appropriate personnel and documenting with incident reports.
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• Notify account managers through calls and call notes on anything that needs to be corrected with their accounts, employees, or site schedules.
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• Handle local office calls during normal office hours and transfer calls to appropriate personnel.
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• Receive after-hours call forwarding from all Allied Universal offices and take appropriate action.

Requirements
• High School diploma or equivalent.
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• Minimum of 1 year of consecutive and verifiable work experience in the customer service field.
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• Basic proficiency with Excel, Outlook, and Microsoft Teams.
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• Excellent customer service phone etiquette skills.
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• Ability to navigate a web-based system while assisting callers.
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• Ability to work in a team environment and independently.
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• Ability to work in a fast-paced environment and multi-task with accuracy.

Nice-to-haves
• Prior high volume call center experience with both inbound and outbound calls.

Benefits
• Medical, dental, vision, basic life, AD&D, and disability insurance.
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• Enrollment in the company's 401(k) plan, subject to eligibility requirements.
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• Eight paid holidays annually, five sick days, and four personal days.
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• Vacation time offered at an accrual rate of 3.08 hours biweekly.

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