Service Coordinator

About the role

Convergint is seeking a full-time Service Coordinator to join its dynamic team. The position is part of a culture that encourages growth and supports a positive, diverse workplace.

Responsibilities

• Handles incoming customer calls including service dispatching, tracking and scheduling of calls, call status tracking and call changes, entering new sites, modifying existing sites and handling all general inquiries as required.
• May provide support and backup for other areas of the business.
• Creates and dispatches work orders in iCare as required for scheduling of planned maintenance and service.
• Attends weekly planning sessions, conducts weekly service paperwork reconciliation and performs weekly time sheet data entry.
• Completes Service Agreement work orders as required.
• Maintains customer service binders to maximize customer service and satisfaction.
• Procures Parts/Materials for service work orders.
• Provides Service Quotes to customers with the assistance of the Service Supervisor.
• Schedules and follows up on all monthly maintenance customer accounts.
• This includes ensuring timely communication with contract customers, key customers and subcontractors.
• Meets monthly to discuss expiring contracts and reviews upcoming PM visits.
• Establishes and maintains a customer satisfaction follow up and call back procedure and provides senior management with appropriate feedback.
• Assists with customer satisfaction surveys.
• Administers the check in/checkout process of Technicians in accordance with company safety policy and advises Supervisors of any missing/late Technicians.
• Accurately and promptly enters work order purchase orders into Spectrum and processes orders.
• Updates, populates, maintains and develops customer service binders to maximize customer service and satisfaction.
• Provides Specialists with badging and access to customer sites. Ensures that the Specialists have completed all customer specific training.
• Maintains a log for badging access and training.
• Provides administrative overflow support as and where required. This includes photocopying, filing, general typing correspondence, minutes.
• Acts as our customer's best service provider at all times thereby ensuring Convergint is the customer's first choice for service.
• Performs other duties and responsibilities as requested or required.

Qualifications

• Exceptional telephone and personal customer service skills and ability to work under pressure.
• Excellent Microsoft Outlook, Excel, and Word skills.
• Solid organizational skills and the ability to handle multiple projects tasks simultaneously.
• Strong flexibility to adapt to changing priorities and direction in a dynamic work environment.
• Education: College degree, trade school or equivalent experience.
• (Preferred) 1-3 years call center, dispatch, or administrative experience.

Skills

• Basic financial knowledge and skills—ability to understand basic financials such as accounts receivable/payable, purchase orders, work orders, etc.

Benefits

• Company Benefits: 10 Company Holidays and Paid Time Off starting at 13 days annually, Fun & Laughter Day Off, Medical, Dental & Vision Plan, Life insurance & Disability Plan, Wellness Program, 401K Matching Plan, Colleague Assistance Program, Tuition reimbursement, Competitive salary and compensation plan, Vehicle reimbursement plan or company vehicle, Corporate Social Responsibility Day, Cell phone reimbursement (if applicable), Paid parental leave.

Pay

Competitive salary and compensation plan.

Schedule

Full-time position.

Company

Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits.