Customer Service Agent - Remote

About the role

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—supporting law enforcement officers in the field, communities reintegrating participants back into civilian life, and 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.

This is a remote position.

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, including computer systems, software programs, and phone equipment.
• Consistently apply knowledge required to perform technical and procedural aspects of the position.

Requirements

• High School Diploma or GED.
• Minimum one (1) year of experience working directly with customers in a customer service and/or problem-solving capacity.
• Excellent customer service skills.
• Proficient in verbal and written communication skills, including excellent listening skills.
• Excellent PC skills; must be able to type and talk simultaneously.
• 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.
• Must be able to pass a drug and background screen.

Bilingual (Spanish/English) is preferred. Technical and/or previous law enforcement background is a plus.

Schedule

Two shifts available:

• 8:00 a.m. to 4:30 p.m. ET, including required Saturdays.
• 4:30 p.m. to 1:00 a.m. ET, including required Saturdays.

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.

Pay

Starts at $18/hour.

Benefits

• Medical, Dental, and Vision insurance.
• Short-Term Disability (STD), Long-Term Disability (LTD), and Life Insurance.
• 401k retirement plan.
• Paid Time Off (PTO), sick, and vacation hours annually.