Service Coordinator/Dispatcher

Service Coordinator/Dispatcher

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Coordinator to join our amazing culture. In this role, you will handle customer calls/emails, dispatching of technicians, invoicing of customers, as well as a variety of other tasks. As a Service Coordinator, you are a part of a dynamic team that allows you to grow as Convergint grows.

For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces equal opportunity and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Service Coordinator.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer's best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you'll do with "Our Training and Your Experience"

• 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.
• 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 as required for scheduling of planned maintenance and service, ensuring the customer deliverables and metrics are achieved.
• Attends weekly planning sessions, conducts weekly service paperwork reconciliation and performs weekly time sheet data entry.
• Monitors and follows up on subcontractor pricing; processes and approves invoicing.
• Administers the check in/checkout process of technicians in accordance with company safety policy and advises Supervisors of any issues to resolve.
• Accurately and promptly opens and closes purchase orders in finance system.
• Updates, populates, maintains and develops customer service platform 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.
• Accurately and on a timely basis, administers customer site maintenance, including adding new sites, adding flags and modifying customer site changes.
• Provides technicians with badging and access to customer sites. Ensures that the technicians 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.

What You'll Need

• Superb written and verbal communication skills.
• Exceptional telephone and personal customer service skills and ability to work under pressure.
• Excellent Microsoft Outlook, Excel, and Word skills.
• Basic financial knowledge and skillsability to understand basic financials such as accounts receivable/payable, purchase orders, work orders, etc.
• 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.

Company Benefits

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:

• 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

Requirements:

• Education:
• High School or better.
• Some college or better.
• Technical/other training or better.
• Preferred Experience: (but not required):
• 1-3 years call center, dispatch, or administrative
• Experience in Security Systems service environment

Convergint is an Equal Opportunity Employer.