Customer Experience Representative at Allied Universal: Role Overview

Allied Universal, a leading security and facility services company, is seeking dedicated Customer Experience Representatives to join our Deposita team. Deposita, an Allied Universal company, specializes in cash management solutions, utilizing cutting-edge technology to serve retail, wholesale, and banking clients. As a Customer Experience Representative, you will play a crucial role in delivering exceptional service and support to our valued customers.

This position requires an individual who is highly motivated, possesses excellent communication skills, and has a strong technical aptitude. The ability to quickly assess customer needs, troubleshoot technical issues, and provide effective solutions is essential. You will be responsible for managing customer inquiries, creating and updating case files, and escalating complex issues to the appropriate teams. The initial training period will be held in Jupiter, Florida for approximately 45 days, after which remote work options may be available based on performance and metrics.

A Day in the Life of a Customer Experience Representative

Each day as a Customer Experience Representative at Allied Universal brings new challenges and opportunities to make a positive impact on our customers' experience. Here’s a glimpse into what your daily routine might involve:

• Handling Customer Inquiries: Responding to incoming calls and emails from customers, addressing their questions, and resolving their issues promptly and efficiently.
• Troubleshooting Technical Issues: Diagnosing technical problems related to cash management systems and providing step-by-step guidance to customers for resolution.
• Creating and Managing Cases: Documenting all interactions with customers by creating detailed case files, recording the nature of the problem, the steps taken, and the outcome of the resolution.
• Escalating Complex Issues: Identifying and escalating complex technical issues to senior team members, specialized departments, or external vendors for further investigation and resolution.
• Collaborating with Team Members: Working closely with other team members to share knowledge, best practices, and strategies for improving customer service.
• Staying Up-to-Date: Keeping abreast of the latest product updates, technical information, and customer service techniques through ongoing training and professional development.
• Meeting Performance Metrics: Consistently striving to meet and exceed key performance indicators (KPIs) related to call handling time, resolution rates, and customer satisfaction.
• Providing Exceptional Service: Ensuring that every customer interaction is handled with professionalism, empathy, and a commitment to delivering the highest quality service.

Why Jupiter, Florida?

While the role offers the potential for remote work after the initial training period, the first 45 days will be spent in Jupiter, Florida. Jupiter is a vibrant town located in Palm Beach County, known for its beautiful beaches, family-friendly atmosphere, and thriving community. Here are a few reasons why Jupiter is a great place to start your career with Allied Universal:

• Beautiful Scenery: Enjoy access to stunning beaches, parks, and natural attractions during your free time.
• Community Atmosphere: Experience a welcoming and supportive community with a range of local events and activities.
• Professional Growth: Benefit from in-person training and mentorship opportunities that can enhance your skills and career prospects.
• Work-Life Balance: Take advantage of the opportunity to explore the local area and enjoy a healthy work-life balance.

Career Path Opportunities

Allied Universal is committed to providing employees with opportunities for professional growth and advancement. Starting as a Customer Experience Representative can open doors to a variety of career paths within the company. Here are a few potential career trajectories:

• Senior Customer Experience Representative: Providing advanced support and guidance to customers, mentoring junior team members, and assisting with complex issue resolution.
• Team Lead: Supervising a team of Customer Experience Representatives, monitoring performance, and ensuring that service levels are met.
• Quality Assurance Specialist: Evaluating customer interactions, identifying areas for improvement, and developing training programs to enhance service quality.
• Technical Support Specialist: Providing in-depth technical support to customers, troubleshooting complex technical issues, and developing technical documentation.
• Account Manager: Building and maintaining relationships with key clients, understanding their needs, and ensuring that they receive exceptional service.
• Training Specialist: Developing and delivering training programs for Customer Experience Representatives, ensuring that they have the skills and knowledge to succeed in their roles.

Salary and Benefits at Allied Universal

Allied Universal offers a competitive salary and benefits package to attract and retain top talent. The starting rate for the Customer Experience Representative position is $17.00 per hour, with an increased rate of $18.00 per hour for bilingual representatives fluent in French (Canadian) and/or Spanish. In addition to competitive pay, Allied Universal provides a comprehensive benefits package that includes:

• Health Insurance: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
• Paid Time Off: Generous paid time off (PTO) and holiday pay to allow you to rest, recharge, and spend time with loved ones.
• Retirement Savings: 401(k) retirement plan with a company match to help you save for the future.
• Life Insurance and Disability Coverage: Life insurance and disability coverage to protect you and your family in the event of unforeseen circumstances.
• Employee Assistance Program: Access to confidential counseling, resources, and support services to help you manage personal and professional challenges.
• Professional Development: Opportunities for professional development, training, and advancement within the company.

Culture at Allied Universal

Allied Universal is committed to creating a positive, inclusive, and supportive work environment for all employees. The company values teamwork, collaboration, and respect, and strives to provide employees with the resources and opportunities they need to succeed. Here are a few key aspects of the Allied Universal culture:

• Diversity and Inclusion: Allied Universal embraces diversity and is committed to creating a workplace where all employees feel valued, respected, and empowered.
• Teamwork and Collaboration: Allied Universal fosters a collaborative work environment where team members work together to achieve common goals.
• Professional Development: Allied Universal invests in the professional development of its employees, providing opportunities for training, mentorship, and advancement.
• Employee Recognition: Allied Universal recognizes and rewards employees for their contributions and achievements.
• Community Involvement: Allied Universal is committed to giving back to the community through volunteer work and charitable donations.

How to Apply

If you are a motivated and customer-focused individual with a passion for technology and a desire to provide exceptional service, we encourage you to apply for the Customer Experience Representative position at Allied Universal. To apply, please submit your resume and cover letter through the Allied Universal careers website. Be sure to highlight your relevant experience, skills, and qualifications. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Customer Experience Representative?
   • Customer Experience Representatives are responsible for handling customer inquiries, troubleshooting technical issues, creating and managing cases, and escalating complex issues to the appropriate teams.
2. What qualifications are required for this position?
   • The minimum requirements include a high school diploma or equivalent, two years of experience in a technical customer service call center, and a stable work history.
3. Is remote work an option for this position?
   • Remote work is possible after successfully completing 45 days of in-office training in Jupiter, Florida, and meeting required metrics.
4. What is the starting rate for this position?
   • The starting rate is $17.00 per hour, with an increased rate of $18.00 per hour for bilingual representatives fluent in French (Canadian) and/or Spanish.
5. What benefits does Allied Universal offer?
   • Allied Universal offers a comprehensive benefits package, including health insurance, paid time off, a 401(k) retirement plan, and opportunities for professional development.
6. What is the company culture like at Allied Universal?
   • Allied Universal is committed to creating a positive, inclusive, and supportive work environment for all employees.
7. What career paths are available at Allied Universal?
   • Customer Experience Representatives can advance to positions such as Senior Customer Experience Representative, Team Lead, Quality Assurance Specialist, and more.
8. Where will the initial training be held?
   • The initial training will be held in Jupiter, Florida.
9. What skills are important for this role?
   • Important skills include customer service, technical support, problem-solving, communication, and analytical skills.
10. How do I apply for this position?
    • To apply, please submit your resume and cover letter through the Allied Universal careers website.