Customer Service Intake Coordinator - Allied Universal

Embark on a trailblazing career in Security Technology with Allied Universal® Technology Services, a global leader in security technology that’s transforming the security industry. We integrate state-of-the-art technology with physical security to protect our clients and communities, harnessing tools like electronic access control, video surveillance, and alarm monitoring, alongside emergent innovations such as robotics, drones, and augmented technology. As a valued team member, you’ll be part of a diverse and dynamic workforce that thrives on innovation and inclusivity. We offer a wide spectrum of job opportunities for both stability and growth across various roles, including service and installation technicians, engineers, and project managers. At Allied Universal®, we don’t just embrace change; we drive it, creating a culture where diversity fosters innovation and forges caring connections. Join us and help set new benchmarks in the security industry while advancing your career. Enjoy comprehensive benefits for most full-time positions, including medical, dental, and vision coverage, life insurance, retirement plans, employee assistance programs, and exclusive perks.

The Service Desk Coordinator is the first line of communications for customers when they have requests, questions, concerns and/or inquiries. The Coordinator is responsible to routing intake requests to the appropriate parties for fulfillment. This position is also responsible to ensure effective communication & escalation to appropriate leadership for any and all matters that need remediation. The Service Desk Coordinator will work in a call center environment and in accordance with the organization’s office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services. This is a full time, in office role. 

RESPONSIBILITIES:  

• Routing of service requests and customer 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 SLA requirements for contracted customer issues & 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 task 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 customers as required.

QUALIFICATIONS:  

• High School Diploma is required. Associate’s or bachelor’s degree in a related field preferred.
• A minimum of 2 years of experience in Operations Coordination, Central Station Operations or a related field
• Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word).
• A minimum of 1 year of customer service phone call experience
• Ability to establish and maintain effective working relationships with both internal and external customers.
• Must be able to manage multiple tasks while meeting strict deadlines.
• Must be detail-oriented and organized.
• Possess excellent verbal and written communication and follow-up skills.
• Strong analytical and decision-making abilities.
• Self-motivated with the ability to motivate and influence others.
• Must be familiar with and able to analyze and manipulate electronic (software based) management tools including metrics, dashboards for measuring KPI’s and or CPI’s.
• Must be able to participate in on-call activities based on assignment by the Service Desk Manager. This includes recurring scheduled on-call requirements.

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k) or Supplemental Income 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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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.