National Accounts Coordinator

Job Description
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
EOE/AA/Minority/Female/Veterans/Disability
About Us
Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.
About the Team
Our Company Mission:
Securitas' mission is to protect homes, workplaces, and communities by providing the security services they need to protect their assets, safeguard their people, and maintain their ability to generate profits.
Our Values:
Securitas' core values - Integrity, Vigilance and Helpfulness - are the foundation for our employees to build trust with customers, colleagues, and the surrounding community.
Integrity:
Securitas employees are honest and trusted by customers to safeguard their premises and valuables. We don't compromise on integrity and create an open forum for our employees and customers to voice opinions, report improprieties, and share information.
Vigilance:
Seeing, hearing, and evaluating. A Securitas employee is always attentive and often notices things that others don't. Their vigilance is necessary in order to be aware of potential risks or incidents that may take place on our customers' premises.
Helpfulness:
As part of an on-going effort to ensure safety, Securitas employees are always ready to help if an incident occurs that requires intervention regardless of whether or not it is directly related to their job.