Customer Service Agent - Remote

For over two decades, Allied Universal Electronic Monitoring (AUEM) has been committed to keeping our clients, partners and the people who trust in them on safe ground. Our innovative monitoring solutions make a tangible difference to people’s lives. To law enforcement officers out in the field. To communities tasked with reintegrating participants back into civilian life. To public authorities entrusted with making efficient use of taxpayer money. Wherever we operate, our extensive knowledge, veteran team of experts, and innovative electronic monitoring systems are trusted the world over to make society safer, more secure and advanced for everyone.

Allied offers Medical, Dental, Vision, STD/LTD, Life Insurance, and 401k benefits. Also provides PTO, sick, and vacation hours annually. Candidates must be able to pass a drug and background screen.

Two shifts available: 8:00 a.m. to 4:30 p.m. ET and Saturday required AND 4:30 p.m. to 1:00 a.m. and Saturday required.

Starts at $18/hour - This is a remote position

Summary

The Customer Service Agent is responsible for interacting with customers in the Criminal Justice field via the telephone in a professional and courteous manner. The CSA will also interact with offenders on Probation/Parole in order to clear alerts generated by tracking equipment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Interact with law enforcement officers and offenders (probationers/parolees) via the telephone and email. Provide Officers and/or Offenders with assistance. Assist officers with troubleshooting equipment, assigning equipment, orders and returns and using tracking software.
• Ask offenders scripted questions and provide offenders with actions to take.
• Effectively utilize resources, i.e. computer systems, software programs, and phone equipment.
• Consistently apply knowledge required to perform technical and procedural aspects of the position.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent customer service skills.
• Proficient in verbal and written communication skills, including excellent listening skills.
• Excellent PC skills required
• Must be able to type and talk simultaneously
• Bilingual Spanish/English is preferred
• Technical and or previous law enforcement background a plus.
• Positive / team oriented attitude; works well with others in a team environment
• Excellent reading comprehension, problem solving skills, and ability to use good judgment to make decisions
• Willing to work weekends and holidays

EDUCATION And/or EXPERIENCE

• High School Diploma / GED
• Minimum one (1) year experience working directly with customers in a customer service and/or problem-solving capacity.

Schedule will typically be the same every week but some flexibility is necessary. A consistent shift is typically assigned, but this position may be asked to work any shift and will also work weekends and holidays. Professional office environment with the majority of work performed on a personal computer in a seated position.

Requirements:

• High School Diploma / GED
• Minimum one (1) year experience working directly with customers in a customer service and/or problem-solving capacity.