JOB SUMMARY:
The NCC National Accounts Coordinator supports the National Accounts Temporary Services program by processing service requests/changes/cancellations from National Account clients via phone and/or Web Form emails. The position serves as a liaison between Securitas branches and National Account clients to ensure that all service requests are fulfilled.
ESSENTIAL FUNCTIONS:
The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
· Receive all incoming forms of communication from National Account Temporary Services clients and Securitas branch offices servicing those clients during business hours, non-business office hours, and holidays.
· Respond appropriately to all calls and emails by evaluating the situation and reviewing procedures on what steps to take for each request type.
· Identify local Securitas branch office and contact available security staff to secure coverage for client request for service.
· Input Security Officer work assignment in Securitas scheduling/payroll system.
· Track the confirmation status of all service requests/changes/cancellations for each client and report that information to the client daily.
· Reconcile tracking sheets to NCC List of Cases report on a daily basis.
· Verify validity of service failures and communicate those to National Accounts Temporary Services department for follow-up and/or resolution with branch offices.
· Track the department numbers for service requests for NCC charge backs.
· Assist with and/or initiate projects that improve the overall efficiency of National Accounts Temporary Services support. Perform other duties as requested by management.
MINIMUM QUALIFICATIONS AT ENTRY
Additional qualifications may be specified and receive preference, depending upon the nature of the position.
· Knowledge of standard office procedures and practices.
· Demonstrated proficiency in Microsoft Word, Excel, Outlook, and Access.
· Working knowledge of computerized systems like PeopleSoft a plus.
· Demonstrated proficiency in the English language in both oral and written communications.
· Must possess excellent verbal and written skills, including good grammar.
· Clear, professional, and pleasant speaking voice and courteous telephone manner.
· Strong customer service and results orientation.
· Previous call center experience is a plus.
· High level of attention to detail.
· Excellent planning, organization and time management skills.
· Ability to interact effectively with both company and client representatives at all levels.
Education/Experience: High School Diploma or GED required and two years + of related administrative functions in an office setting or call center environment.
Competencies (as demonstrated through experience, training, and/or testing):
· Must be very detail-oriented, dependable and reliable (incl. proficiency at follow-up), and possess strong work ethic
· Good organization and time management skills are essential characteristics utilized by this position.
· Able to work in a multi-tasked environment
· Possess professional and positive demeanor
· Flexibility: *NCC operates 24 hours per day 7 days a week 365 days a year.*
o Must have the ability to work shift times that are not normal business hours of operation
o May be required to work holidays
o Maintain excellent attendance
o Dependably report to work on time for assigned schedule
o Adaptable to schedule changes, which consist of more (or less) time flexibility
Working Conditions and Physical/Mental Demands:
With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:
· Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey
· Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results
· Close vision, distance vision, and ability to adjust focus
· Regular talking and hearing
· Wearing of a headset throughout work shift
· Receiving automatically connected phone calls from an ACD phone system
· Ability to sit for long periods of time while working on a personal computer
“Securitas is committed to diversity, equity, inclusion and belonging in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic.”
About Us
Make an Impact at Securitas USA
Securitas USA employees come from all walks of life, bringing a variety of skills, experiences, and perspectives. United by a shared purpose, we help make the world a safer place. We provide security services to meet the unique needs of our clients to help safeguard their people and assets.
At Securitas USA, our core values are the foundation of everything we do. Represented by the three red dots in our logo, Integrity, Vigilance, and Helpfulness guide how we serve our clients, support our colleagues, and engage with our communities.
Integrity
We act with honesty, accountability, and professionalism in everything we do, and we foster a culture where transparency, respect, and ethical behavior are expected.
Vigilance
We stay alert, aware, and attentive to our surroundings. Through observing and reporting, our employees help identify potential risks and respond to situations that may impact safety and security.
Helpfulness
We are approachable and service-oriented, whether assisting a client, colleague, or member of the community.
Securitas USA is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, pregnancy, genetic information, disability, status as a protected veteran, or any other applicable legally protected characteristic.
Reasonable Accommodation: Securitas USA is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Securitas USA will take steps to assure the people with disabilities are provided with reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [email protected].
