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Allied Universal® is hiring a Regional Service Specialist. 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.

RESPONSIBILITIES:

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 mediumsCoordinate and liaise with all departments related to assigned service activities and necessary escalationEffectively communicate deficiencies, concerns, or inquiries immediately to management regarding any inquiry from a customer or internally interested partyMaintain Service Level Agree (SLA) requirements for contracted customer issues and service requests by prompt notifications and documentation of reported issues and questionsResponsible for maintaining effective internal communications and to ensure contractual obligations are fulfilled while quickly resolving issues, thereby minimizing customer concerns and enhancing customer relationsTrack regionally logged cases and work-order tasks and report anomalies to appropriate management staffProduce on-demand and recurring reports for Service Management staffUpdate Work Order Tasks as assignedFollow up and communicate with external and internal customers as requiredAssist the Service Manager with planning, organization and scheduling of all daily service activitiesSupport the Service Manager in maintaining an effective service organization committed to customer and employee satisfaction and profitable growthCommunicate 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 activitiesWork with the installation team on Install-to-Service turnovers

QUALIFICATIONS (MUST HAVE):

High school diploma or equivalentLicensing requirements are subject to state and/or local laws and regulations and may be required prior to employmentMinimum of (1) year of experience in service intake and dispatch in the security industry or related fieldAbility to establish and maintain effective working relationships with both internal and external customersMust be detail-oriented and organizedPlanning and reporting skillsExcellent oral, written communication, and follow-up skillsStrong analytical and decision-making abilitiesSelf-motivated with the ability to motivate and influence othersAbility to manipulate, navigate, and utilize electronic web-based service tools to execute all facets of service delivery/productivity/efficiency

PREFERRED QUALIFICATIONS (NICE TO HAVE):

Experience in ServiceNow platformExperience with the SAP ByDesign Enterprise Resource Planning (ERP) applicationExperience with the execution of the service delivery process in the security industry or related fieldSecurity industry or related field technical certificationsAbility to speak, read, and write Spanish or other foreign languagesCollege degree in construction, mechanical, or related field

Hourly pay rate: $25.00 to $35.00

BENEFITS:

Medical, dental, vision, basic life, AD&D, and disability insuranceEnrollment in our company’s 401(k)plan, subject to eligibility requirementsEight paid holidays annually, five sick days, and four personal daysVacation 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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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, Affirmative Action, Diversity and Inclusion, 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.