Regional Service Specialist

Allied Universal; Lombard (IL); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Salary range: $22 - $26 hourly

Medical, dental, vision, retirement

Eight paid holidays, sick days, and a

Vacation accrual

Job summary

Allied Universal in Lombard, IL is seeking a Regional Service Specialist to be the frontline of field teams’ communications with customers, coordinating the best resources while balancing customer control requirements and overall satisfaction. The role emphasizes effective communication, escalation to leadership, and maintaining SLA for service requests.

You will generate reports and assist planning for daily service activities, ensuring smooth Install-to-Service turnovers and ongoing customer

Qualifications

• High school diploma or equivalent.
• 1 year of experience in service intake and dispatch in the security industry or related field.
• Ability to establish and maintain effective working relationships with both internal and external customers.
• Must be detail-oriented and organized.
• Planning and reporting skills.
• Excellent oral, written communication, and follow-up skills.
• Strong analytical and decision-making abilities.
• Self-motivated with the ability to motivate and influence others.
• Ability to manipulate, navigate, and utilize electronic web-based service tools to execute all facets of service delivery/productivity/efficiency.

Responsibilities

• Route requests to appropriate parties via service tools, phone, email, instant messaging, and other communications mediums.
• Coordinate with all departments related to assigned service activities and escalation.
• Communicate deficiencies or inquiries to management promptly.
• Maintain SLA requirements by prompt notifications and documentation of reported issues and questions.
• Maintain effective internal communications and fulfill contractual obligations while resolving issues.
• Track regional logged cases and work-order tasks and report anomalies to management.
• Produce on-demand and recurring reports for Service Management staff.
• Update Work Order Tasks as assigned.
• Follow up and communicate with external and internal customers as required.
• Assist the Service Manager with planning, organization and scheduling of all daily service activities.
• Support the Service Manager in maintaining an effective service organization committed to customer and employee satisfaction and profitable growth.
• Communicate management directives to field staff and ensure compliance.
• Assist the Service Manager to coordinate and liaise with all departments related to service activities.
• Work with the installation team on Install-to-Service turnovers.

Skills

Customer service

Communication skills

Attention to detail

Planning and reporting

Problem solving

Team collaboration

Education

High school diploma

Tools

ServiceNow

SAP ByDesign

Job description

Company Overview:

Join Allied Universal® Technology Services, a global leader in transforming the security industry. We integrate advanced technology — video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you’re an installation technician, service technician, engineer, or project manager, you’ll discover rewarding opportunities to grow your career as part of a valued team.

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 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 Service Level Agree (SLA) requirements for contracted customer issues and 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 tasks 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 and internal customers as required
• Assist the Service Manager with planning, organization and scheduling of all daily service activities
• Support the Service Manager in maintaining an effective service organization committed to customer and employee satisfaction and profitable growth
• Communicate 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 activities
• Work with the installation team on Install-to-Service turnovers

QUALIFICATIONS (MUST HAVE):

• High school diploma or equivalent
• Licensing requirements are subject to state and/or local laws and regulations and may be required prior to employment
• Minimum of (1) year of experience in service intake and dispatch in the security industry or related field
• Ability to establish and maintain effective working relationships with both internal and external customers
• Must be detail-oriented and organized
• Planning and reporting skills
• Excellent oral, written communication, and follow-up skills
• Strong analytical and decision-making abilities
• Self-motivated with the ability to motivate and influence others
• Ability 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 platform
• Experience with the SAP ByDesign Enterprise Resource Planning (ERP) application
• Experience with the execution of the service delivery process in the security industry or related field
• Security industry or related field technical certifications
• Ability to speak, read, and write Spanish or other foreign languages
• College degree in construction, mechanical, or related field

BENEFITS:

• Salary range: $22 - $26 hourly
• Medical, dental, vision, retirement plan, basic life, AD&D, and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time is 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 difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices