Customer Service Representative - Enhanced Protection Services

Elevate your security career with Allied Universal® Enhanced Protection Services, a global leader in security and threat mitigation. We specialize in risk consulting, executive protection, intelligence, investigations, and emergency response, offering exciting career opportunities for professionals passionate about security and safety. Join our diverse, inclusive, and innovative team committed to excellence in the security industry and make a meaningful impact. Explore key roles, such as executive protection agents, intelligence analysts, armed security operatives, x-ray screeners, and security consultants. Enjoy comprehensive benefits for most full-time positions, including medical, dental, and vision coverage, life insurance, retirement plans, employee assistance programs, and exclusive perks.

Our risk and consulting group, under Allied Universal® Enhanced Protection Services, is hiring a Customer Service Representative. The Customer Service Representative is responsible for creating, reviewing, and updating work orders for all emergency response services. This includes assigning qualified officers, active law enforcement, and subcontractors to posts, while meeting company pay and billing guidelines. The Customer Service Representative plays a critical role in coordinating responses to work order changes and client requests, ensuring that all contract requirements are met with qualified personnel at the correct rates. This position may require working on holidays if they fall on your regularly scheduled workdays. Flexibility and willingness to work overtime during busy periods are essential. This is a full-time, in office role located in our Customer Experience Center (CEC) in Richardson, TX.

Pay

$18.00 per hour

RESPONSIBILITIES:

• Manage and update documentation for work order requests, ensuring all details are accurate and ready for payroll and billing
• Coordinate work order adjustments with Operations Managers, Off-Duty Officers, and Subcontractors to address service changes
• Serve as the main point of contact for Clients, Operations Management, Off-Duty Officers, and Subcontractors, resolving issues with scheduling, training, billing, and payroll
• Respond to emergency security requests via phone and email, dispatching unarmed, armed, or law enforcement officers as needed across the country
• Maintain company standards for financial performance through profit margins and accurate billing rates
• Review client contracts and requirements to ensure services meet expectations and follow guidelines
• Perform additional tasks and responsibilities of a similar nature as needed to support office operations and company objectives

QUALIFICATIONS (MUST HAVE):

• High School diploma or equivalent
• Minimum of two (2) years of consecutive experience in customer service, call center, security, military, dispatch, scheduling, administrative role, or equivalent experience
• Proficient in the basic of Microsoft Teams, Outlook, and Excel
• Demonstrated knowledge of mathematical concepts including computation of rates, ratios, percentages, and averages
• Strong customer service and service delivery skills in a fast-paced environment
• Excellent oral and written communication skills
• Strong attention to detail and accuracy
• Able to maintain discretion in handling sensitive information

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Emergency response or dispatch experience
• Working experience utilizing a help desk/customer service ticketing system

BENEFITS:

• 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.

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.