Job Description

Under minimal supervision, answer, respond to, and meet the needs of all incoming customer service calls by handling these calls in a professional, efficient, effective, and timely manner ensuring Convergint Federal Technologies becomes the customers’ first choice for service. This role provides coordination of service with technicians, sub-contractors, and customers within designated CTC location.

• Handles all incoming customer calls including service dispatching, tracking, and scheduling of calls, call status tracking and call changes, entering new sites, collections, modifying existing sites and handling all general enquiries. May handle calls after hours.
• Creates and dispatches work orders in service system daily for scheduling of planned maintenance and service.
• Attends weekly planning sessions; conducts weekly service paperwork reconciliation; performs weekly timesheet data entry. Holds meetings with customers and sites independently and represents the company during these events.
• 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 advise supervisors of any missing/late technicians.
• Accurately and promptly enters work order purchase orders into the accounting system and processes order.
• Updates, populates, maintains, and develops customer service shared folders.
• Procures Parts/Materials for service work orders.
• Provides Service Quotes to customers with the assistance of the supervisor.
• Schedules and follows up on all monthly maintenance customer accounts – this includes ensuring timely communication with contract customers, key customers, and sub-contractors. Meets monthly to discuss expiring contracts and to review upcoming PM visits. Schedules are subject to change and the candidate must be able to act quickly and efficiently.
• May establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. May assist with customer satisfaction surveys.
• Provides Specialists with badging and access to customers sites. Ensures that the specialists have completed all customer specific training. Maintains a log for both. This position also helps with technicians keeping track of their certifications when they expire and site-specific requirements.
• This position requires keeping a “pulse” on all matters. Self-motivated individual, that thrives in an extremely fast-paced environment.
• 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
• Basic financial knowledge and skills—ability to understand basic financials such as accounts receivable/payable, purchase orders, work orders, etc.
• Excellent organizational skills and the ability to handle multiple projects tasks simultaneously
• Excellent attention to detail
• Strong verbal, written and interpersonal communication skills
• Strong flexibility to adapt to changing priorities and direction in a dynamic work environment
• Shows initiative – regularly engages in proactive behavior and looks for opportunities
• Strong ability to facilitate a collaborative working environment for customers and team members
• Uses Helping Language – looks to see how they CAN help and finds creative ways to get things done

Additional Information

Education:

• Diploma and/or certificate in Business Administration or related office experience required
• Dispatch and customer service training preferred

Experience:

• Previous call center, dispatch, or administrative experience preferred
• Experience in construction industry environment preferred

Physical Demands:

• While performing the duties of this job, the colleague is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. On occasion, the colleague may be required to climb and work in high places, stoop, bend or reach above the shoulders. The colleague may occasionally lift, push, or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

• The position is office-based with occasional visits to work sites accompanying technicians.

Company Benefits:
Convergint Federal fosters a supportive, accessible, and inclusive environment in which all individuals can realize their maximum potential within the company. This role offers 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

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation. ** __**

Convergint Federal 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)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities