Allied Universal · 5 hours ago
Customer Service Team Lead
Richardson, TX
Full-time
Onsite
Entry, Mid Level
1+ years expAllied Universal is North America’s leading security and facility services company, offering rewarding careers that provide a sense of purpose. The Customer Service Team Lead will oversee the Service Assurance Center, ensuring on-time coverage and accurate pay for officers while training staff and managing schedules.
Cyber SecurityInformation TechnologySecuritySoftware
Responsibilities
Give feedback to the shift Specialists, by way of notes in schedules or e-mails, on anything that needs to be corrected; coordinates schedules and break times, assist in new and remedial training; counsel employees as needed related to company policies
Identify unscheduled shifts prior to shift start time and ensure that site management is notified
Identify scheduled shifts where officer has failed to log in/out and take appropriate action
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 Allied Universal offices and take appropriate action
Respond to emergency situations by contacting appropriate personnel and documenting with incident reports
Train/retrain officers on call in procedure
Monitor safety check calls and respond appropriately
Assists with local office calls during normal office hours and transfers calls to appropriate personnel
Assist with “Customer Connect Initiative”
Keeps supervisor and manager informed of significant issues
Qualification
Required
High School Diploma or equivalent
One (1) or more years of Service Assurance Center Specialist experience
Ability to navigate a web-based system and type while assisting callers
Ability to work in a team environment as well as independently; ability to take initiative with minimal to no direct supervision
Able to work in a fast-paced environment and multi-task with accuracy
Excellent customer relations and phone etiquette skills; proficient oral and written communication skills
Preferred
Senior Service Assurance Center Specialist experience
Knowledge of AUS field operations
Prior call center experience
Scheduling experience
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.
Company
Allied Universal
Allied Universal is a security and facility services company that provides tailored security solutions and smart technology.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$9BKey Investors
Warburg PincusLa Caisse
2019-12-13Acquired
2019-09-01Private Equity· $9B
2019-02-21Private Equity
Leadership Team
Stephen Jones
Global Chairman and Chief Executive Officer
Jack Schenk
Regional Vice President - Midwest
Recent News
2025-12-10
Company data provided by crunchbase