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, communities reintegrating participants, and public authorities. This is a remote position where you will interact with customers in the Criminal Justice field and offenders on Probation/Parole to clear alerts generated by tracking equipment.

Responsibilities

• Interact with law enforcement officers and offenders (probationers/parolees) via telephone and email.
• Provide officers and/or offenders with assistance, including troubleshooting equipment, assigning equipment, orders, returns, and using tracking software.
• Ask offenders scripted questions and provide them with actions to take.
• Effectively utilize resources such as 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 and proficient verbal and written communication skills, including excellent listening skills.
• Excellent PC skills; ability to type and talk simultaneously.
• Positive, team-oriented attitude; works well with others in a team environment.
• Strong reading comprehension, problem-solving skills, and ability to use good judgment to make decisions.
• Willingness to work weekends and holidays.
• Must be able to pass a drug and background screen.

Qualifications

• 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 (Saturday required) and 4:30 p.m. to 1:00 a.m. ET (Saturday required).
• Schedule will typically be the same every week, but some flexibility is necessary.
• A consistent shift is typically assigned, but you may be asked to work any shift, including weekends and holidays.

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 leave, and vacation hours annually.