Customer Service Representative
Customer Service Representative - 3rd Shift
AlliedBarton Security Services is the industrys premier provider of highly trained security personnel to many industries including commercial real estate, higher education, healthcare, residential communities, chemical/petrochemical, government, manufacturing and distribution, financial institutions, and shopping centers. Our more than 50,000 employees and 100 offices across the country service a client base of several thousand which includes approximately 200 Fortune 500 companies nationwide. AlliedBarton is headquartered in Conshohocken, PA, and has been American owned and managed since 1957. As the first security services company selected as one of Training magazines Top 125 training companies for five consecutive years, AlliedBarton offers on-the-job, web-based, and ongoing training programs for all personnel from security officers through executive level management. Our commitment to training includes industry specific programs that are customized for the security challenges in several of the markets we serve. AlliedBartons focus on Human Capital Management moves employee growth and satisfaction to the forefront of all company initiatives. By utilizing employee retention programs and promotions from within, AlliedBarton is able to foster a culture of quality security officers and continuous customer satisfaction. We are currently seeking a Customer Service Representative to answer calls in our Service Assurance Center in our Naperville, IL office. AlliedBartons Service Assurance Center, operates 24 hours per day, 365 days per year, and is a critical component in ensuring on time, uninterrupted coverage of all post locations and accurate pay for officers. An integral part of our Service Assurance Centers is Post Watch", a real-time schedule monitoring system that records the actual arrival and departure times of officers at their assigned posts. In addition, Post Watch immediately flags a post where an officer has not arrived on time, triggering an operator to contact the site to verify arrival or begin searching for a replacement who meets the requirements of that post. The shift is Thursday through Monday from 10:00pm 8:30am and the employee will have off Tuesdays and Wednesdays. The pay is $12.25, and reports to the shift supervisor. Duties include: Identify unscheduled shifts prior to shift start time and insure that post is filled. Identify scheduled shifts where officer has failed to log in/out and take appropriate action to get post covered or office signed out. Take call offs, document situation, notify local management, and assist in filling post. Based on above, adjust schedules to reflect what happened in real time. Create attendance exception record based on changes to schedules where appropriate. Receive after hours call forwarding from all AlliedBarton offices and take appropriate action. Respond to emergency situations by contacting appropriate personnel and documenting with incident reports. Respond to alarm calls by dispatching appropriate personnel and documenting calls so that it will be billed properly. Train/retrain officers on call in procedure. Monitor safety check calls and respond appropriately. Give feed back to account managers, by way of notes in schedules or e-mails, on anything that needs to be corrected, at their accounts, with their employees, or with their site schedules. Handles local office calls during normal office hours and transfers calls to appropriate personnel. Assist with Temporary Sales Initiative by taking after hours temporary sales calls, gathering required information, and immediately contacting temporary sales representative. Assist with Customer Connect Initiative Keeps S.A.C. supervisor informed of significant issues affecting shift. Assist with any other special projects requested.