Description

• Establishes and maintains a customer satisfaction follow up and call back procedure and provides senior management with appropriate feedback. Assists with customer satisfaction surveys.
• Attends weekly planning sessions, conducts weekly service paperwork reconciliation and performs weekly time sheet data entry.
• Creates and dispatches work orders in iCare as required for scheduling of planned maintenance and service.
• 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.
• Accurately and promptly enters work order purchase orders into Spectrum and processes 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.
• Monitors and follows up on subcontractor pricing; processes and approves invoicing.
• Provides administrative overflow support as and where required. This includes photocopying, filing, general typing correspondence, minutes.
• Procures Parts/Materials for service work orders.
• Administers the check in/checkout process of Technicians in accordance with company safety policy and advises Supervisors of any missing/late Technicians.
• 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.
• Acts as our customer's best service provider at all times thereby ensuring Convergint is the customer's first choice for service.
• Accurately and on a timely basis, administers Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.
• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• Completes Service Agreement work orders as required.
• Updates, populates, maintains and develops customer service binders to maximize customer service and satisfaction.

Requirements

• Solid organizational skills and the ability to handle multiple projects tasks simultaneously.
• Basic financial knowledge and skills—ability to understand basic financials such as accounts receivable/payable, purchase orders, work orders, etc.
• Excellent Microsoft Outlook, Excel, and Word skills.
• Experience in a construction industry environment
• Strong flexibility to adapt to changing priorities and direction in a dynamic work environment.
• 1-3 years call center, dispatch, or administrative
• Exceptional telephone and personal customer service skills and ability to work under pressure.

Benefits

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

Training + Development

Interview process

Visa Sponsorship

Security clearance