Allied Universal® Enhanced Protection Services is hiring: Security Dispatcher i

Overview

Elevate your security career with Allied Universal® Enhanced Protection Services, a global leader in security and threat mitigation. We specialize in risk consulting, executive protection, intelligence, investigations, and emergency response, offering exciting career opportunities for professionals passionate about security and safety. Join our diverse, inclusive, and innovative team committed to excellence in the security industry and make a meaningful impact. Explore key roles, such as executive protection agents, intelligence analysts, armed security operatives, x-ray screeners, and security consultants. Enjoy comprehensive benefits for most full-time positions, including medical, dental, and vision coverage, life insurance, retirement plans, employee assistance programs, and exclusive perks.

Job Description

Allied Universal® Enhanced Protection Services is looking to hire a Customer Service Representative. The Customer Service Representative will be responsible for creating, maintaining, and reviewing work orders for all emergency response services. This includes matching qualified officers, active law enforcement, and subcontractors to posts, while ensuring compliance with appropriate pay-to-bill ratios. The Customer Service Representative plays a vital role in coordinating responses to work order changes and client requests, ensuring that all contractually required officer requirements are filled with qualified personnel at the correct pay and bill rates.

This position may require working on holidays if they fall on your regularly scheduled workdays. Flexibility and commitment to the team during peak times are essential. This is a full-time role that is required to be in office 100% of the time.

SCHEDULE:

• Thursday from 6:00pm - 2:00 am AND Friday - Monday from 10:00pm - 06:00am
• Ability to have flexible or floating schedule to provide coverage for other members of the team

PAY:

• $18.00 per hour

RESPONSIBILITIES:

• Manage and maintain comprehensive documentation for work order requests, from initial client submission to final processing, ensuring accurate and complete information is provided to accounting for payroll and billing
• Coordinate scheduling adjustments with Operations Managers, Off-Duty Officers, and Subcontractors to address service changes efficiently and effectively
• Act as a primary liaison between Clients, Operations Management, Off-Duty Officers, and Subcontractors, resolving challenges related to scheduling, training, billing, and payroll
• Monitor phone and email communications to provide prompt responses for emergency security services, including dispatching unarmed, armed, or law enforcement officers nationwide to handle critical incidents requiring immediate officer deployment
• Ensure financial performance by maintaining profit margins at or above 23% and achieving a payroll and billing accuracy rate of 98% or higher, in line with company standards
• Stay informed about client contracts and requirements to ensure compliance and service excellence
• Perform additional tasks and responsibilities of a similar nature as needed to support office operations and company objectives

QUALIFICATIONS:

• High School diploma or equivalent
• A minimum of two (2) years of consecutive experience in customer service, call center, security, military, dispatch, scheduling, administrative role, or equivalent experience
• Proficient in the basics of Microsoft Teams, Outlook, and Excel
• Demonstrated knowledge of mathematical concepts including computation of rates, ratios, percentages, averages, and reconciliation.
• Strong customer service and service delivery skills in a fast-paced environment
• Excellent written and verbal communication skills
• Strong attention to detail and accuracy
• Ability to maintain confidentiality and professionalism in handling sensitive information.

PREFERRED QUALIFICATIONS:

• Minimum of one year in an emergency response or dispatch role
• Minimum of one year working in a ticketing system
• Knowledge of security or law enforcement industry

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.

Closing

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 any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

Requisition ID2024-1302113