Regional Service Specialist

About the role

Allied Universal is hiring a Regional Service Specialist in San Diego. The specialist is the front line of the field team's communication with customers who have requests, questions, concerns or inquiries, scheduling the best available resources while balancing customer control requirements and satisfaction. The role also ensures effective communication and escalation to leadership for matters needing remediation.

Key responsibilities

• Route requests, concerns, questions and inquiries to the right parties, including management and technical staff, by electronic service tools, phone, email and instant messaging
• Coordinate and liaise with all departments involved in assigned service activities and handle escalations
• Notify management promptly of customer or internal concerns and track regionally logged cases and work orders, reporting anomalies
• Maintain SLA requirements for contracted customer issues and service requests through prompt notification and documentation
• Produce on-demand and recurring reports for Service Management staff and update work order tasks
• Follow up with external and internal customers and assist the Service Manager with planning, organization and scheduling of daily service activities
• Communicate management directives to field staff and ensure compliance with WFS and safety requirements
• Work with the installation team on install-to-service turnovers

Required profile

• High school diploma or equivalent; licensing may be required depending on state and local laws
• At least 1 year of experience in service intake and dispatch in the security industry or a related field
• Detail-oriented, organized, with strong communication, planning, reporting and analytical skills
• Preferred: college degree in construction, mechanical or a related field, and Spanish or another foreign language

Required skills

• Ability to use electronic web-based service tools
• Preferred: ServiceNow, SAP ByDesign ERP, and security industry service delivery experience

What we offer

• Pay of $30-40 per hour
• Medical, dental, vision, basic life, AD&D and disability insurance
• 401(k) enrollment subject to eligibility
• Eight paid holidays, five sick days and four personal days
• Vacation accrues at 3.08 hours per biweekly period