Allied Universal Services Assurance Center - Specialist in Richardson, Texas


Allied Universal, a leading facility services company and the largest security force in North America with over 150,000 employees, provides unparalleled security services and solutions. With headquarters in Santa Ana, Calif., and Conshohocken, Pa., Allied Universal combines people and technology to deliver evolving, tailored solutions that allow our clients to focus on their core business. An unrelenting focus on clients’ success creates partnerships rooted in quality and value, and is supported by experience gained from being in business for over 50 years. Through our people and leading services, systems and solutions…Allied Universal is there for you.

Job Description

Position Overview

We are currently seeking a Customer Service Representative to answer calls in our Support Center located in our in Richardson, TX Office. Allied Universal Support 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 Support Center 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.

Primary Responsibilities

  • 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 Allied Universaloffices 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.

Additional Responsibilities

  • Train/retrain officers on call in procedure.

  • Monitor safety check calls and respond appropriately.

  • Give feedback 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 “Customer Connect Initiative”

  • Keeps supervisor informed of significant issues


  • Education required: HS Diploma

  • The ability to navigate a web-based system and type while assisting callers is required.

  • Ability to work in a team environment

  • Able to work in a fast paced environment.

  • Ability to multi-task with accuracy

  • Outstanding customer service skills with a pleasant, professional phone manner.



Allied Universal provides unparalleled service, systems and solutions to the people and business of our communities, and is North America’s leading security services provider. With over 140,000 employees, Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: 866.825.5433 or

We proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans.EOE/Minorities/Females/Vet/DisabilityAllied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.

Requisition ID


Requisition ID2018-246569

Category (Portal Searching)Administrative/Receptionist