Service Coordinator/Dispatcher

Convergint•Hoffman Estates, IL

2d•Onsite

About The Position

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.

Requirements

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 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.
High School or better.
Some college or better.
Technical/other training or better.

Nice To Haves

1-3 years call center, dispatch, or administrative
Experience in Security Systems service environment

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 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.