Service Assurance Center GSOC Specialist

Allied Universal; New York (NY); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision, basic life,AD

Eight paid holidays, five sick days, &

Vacation accrual

Job summary

Allied Universal, a leading security and facility services company, is seeking a Service Coordination Specialist in New York. You will monitor schedules, manage attendance records, respond to safety incidents, train officers, and liaise with account managers and clients.

Prior customer service experience and strong communication are essential; this on-site role offers stable hours, benefits, and opportunities for growth.

Qualifications

• High School diploma or equivalent.
• Minimum of one year of prior customer service experience.
• Ability to navigate a web-based system and type while assisting callers.
• Experience working in a team environment as well as independently.
• Ability to multi-task in a fast-paced environment with strong attention to detail.
• Strong verbal and written communication skills with emphasis on customer service over the phone.
• Highly motivated self-starter.

Responsibilities

• Monitor and adjust schedules in real time by identifying unscheduled or missed shifts, ensuring site management is notified, and updating records to reflect actual service hours
• Create and maintain accurate attendance exception records, collaborating with local branches and clients to resolve scheduling issues promptly
• Monitor and respond to safety check calls and emergency situations by contacting appropriate personnel and documenting with incident reports
• Train/retrain officers on call-in procedures
• Provide feedback to account managers, by way of notes or e-mails, on anything that needs to be corrected with their accounts, employees, or site schedules
• Use the Guard Management Platform (GMP) to ensure requests are replied to and closed out properly for proper invoicing
• Receive calls from Allied Universal employees and transfer calls to appropriate personnel
• Create and distribute after-action reports directly to the client

Skills

Customer service

Data entry

Team collaboration

Multitasking

Phone communication

Attention to detail

Education

High School diploma

Job description

Company Overview:

Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the communities and customers we serve.

RESPONSIBILITIES:

• Monitor and adjust schedules in real time by identifying unscheduled or missed shifts, ensuring site management is notified, and updating records to reflect actual service hours
• Create and maintain accurate attendance exception records, collaborating with local branches and clients to resolve scheduling issues promptly
• Monitor and respond to safety check calls and emergency situations by contacting appropriate personnel and documenting with incident reports
• Train/retrain officers on call-in procedures
• Provide feedback to account managers, by way of notes or e-mails, on anything that needs to be corrected with their accounts, employees, or site schedules
• Use the Guard Management Platform (GMP) to ensure requests are replied to and closed out properly for proper invoicing
• Receive calls from Allied Universal employees and transfer calls to appropriate personnel
• Create and distribute after-action reports directly to the client

QUALIFICATIONS (MUST HAVE):

• High School diploma or equivalent
• Minimum of one (1) year of prior customer service experience
• Ability to navigate a web-based system and type while assisting callers
• Experience working in a team environment as well as independently
• Ability to multi-task in a fast-paced environment, while showcasing strong attention-to-detail
• Strong verbal and written communication skills with an emphasis on providing excellent customer service over the phone
• Highly motivated self-starter

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Service Assurance Center Specialist experience
• Knowledge of Allied Universal field operations
• Prior call center, dispatch, or command/control center experience
• Scheduling experience

BENEFITS:

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• 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.

Pay Rate: $22 / hour

Licensed by the New York State Department of State

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