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Service Coordinator - Columbia, MD
Convergint Technologies LLC • Columbia, MD 21045 • Posted 24 days ago
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In-person • Full-time • Mid Level
Job Highlights
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Convergint Technologies LLC is seeking a full-time Service Coordinator to join their dynamic team. The role involves handling incoming customer calls, dispatching and scheduling service calls, creating and dispatching work orders, and providing exceptional customer service. The ideal candidate will have exceptional telephone and customer service skills, Microsoft Office proficiency, and basic financial knowledge. This position offers a supportive and inclusive work environment with a variety of benefits.
Responsibilities
- Handle 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.
- Create and dispatch work orders in iCare as required for scheduling of planned maintenance and service.
- Attend weekly planning sessions, conduct weekly service paperwork reconciliation and perform weekly time sheet data entry.
- Complete Service Agreement work orders as required.
- Monitor and follow up on subcontractor pricing; process and approve invoicing.
- Administer the check in/checkout process of Technicians in accordance with company safety policy and advise Supervisors of any missing/late Technicians.
- Accurately and promptly enter work order purchase orders into Spectrum and process orders.
- Update, populate, maintain and develop customer service binders to maximize customer service and satisfaction.
- Procure Parts/Materials for service work orders.
- Provide Service Quotes to customers with the assistance of the Service Supervisor.
- Schedule and follow up on all monthly maintenance customer accounts.
- Establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback.
- Accurately and on a timely basis, administer Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.
- Provide 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.
- Provide administrative overflow support as and where required.
- Act as the customer's best service provider at all times to ensure Convergint is the customer's first choice for service.
Qualifications
Required
- High School diploma or equivalent.
- 3-5 years of experience in a call center, dispatch, or administrative role.
- Experience in a construction industry environment.
- College degree, trade school or equivalent experience.
- Exceptional telephone and personal customer service skills.
- Ability to work under pressure.
- Excellent Microsoft Outlook, Excel, and Word skills.
- Basic financial knowledge and skills-ability 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.
Full Job Description
**Description**
Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Coordinator to join our amazing culture. 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 inclusion 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 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.
+ 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 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.
+ 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 Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.
+ 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.
**What You'll Need**
+ Exceptional telephone and personal customer service skills and ability to work under pressure.
+ Excellent Microsoft Outlook, Excel, and Word skills.
+ Basic financial knowledge and skills-ability 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 and Perks**
Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:
+ Company Holidays and Paid Time Off
+ 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
+ Corporate Social Responsibility Day
+ _And much more..._
Preferred Experience: (but not required):
+ 3-5 years call center, dispatch, or administrative
+ Experience in a construction industry environment
+ Education: College degree, trade school or equivalent experience
Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.
Visit our Convergint careers site (https://www.convergint.com/careers/career-opportunities/) to learn more about the company and the exciting opportunities available.
**Qualifications**
**Education**
**Required**
+ High School or better
**Experience**
**Required**
+ 0 years: 3-5
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Coordinator to join our amazing culture. 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 inclusion 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 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.
+ 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 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.
+ 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 Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.
+ 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.
**What You'll Need**
+ Exceptional telephone and personal customer service skills and ability to work under pressure.
+ Excellent Microsoft Outlook, Excel, and Word skills.
+ Basic financial knowledge and skills-ability 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 and Perks**
Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:
+ Company Holidays and Paid Time Off
+ 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
+ Corporate Social Responsibility Day
+ _And much more..._
Preferred Experience: (but not required):
+ 3-5 years call center, dispatch, or administrative
+ Experience in a construction industry environment
+ Education: College degree, trade school or equivalent experience
Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.
Visit our Convergint careers site (https://www.convergint.com/careers/career-opportunities/) to learn more about the company and the exciting opportunities available.
**Qualifications**
**Education**
**Required**
+ High School or better
**Experience**
**Required**
+ 0 years: 3-5
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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