Service Coordinator - Security Solutions

Convergint Technologies Ltd • Calgary, AB

17h • Onsite

About The Position

Convergint is currently recruiting for a team-oriented, results-driven, Service Coordinator to join our amazing culture in Calgary, AB. The Service Coordinator answers, responds to, and meets the needs of all incoming customer service calls by handling these calls in a professional, efficient, effective and timely manner ensuring Convergint becomes the customers’ first choice for service. This role provides coordination of service with technicians, sub-contractors and customers applicable to a designated locations as well as work order invoicing.

Requirements

• Diploma and/or certificate in Business Administration or related office experience required.
• Minimum one year previous call center, dispatch, customer service or administrative experience required.
• Solid telephone and personal customer service skills and ability to work under pressure
• Solid proficiency in 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
• Excellent attention to detail
• Good 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

Nice To Haves

• Experience in security industry is preferred.

Responsibilities

• Handles all 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 enquiries.
• Creates, dispatches, and maintains work orders in iCare daily for scheduling of planned maintenance and service.
• Attends weekly planning sessions, conducts weekly service paperwork reconciliation, performs weekly timesheet data entry, and generates service reports with relevant status/updates.
• Plans and schedules service agreement work orders to “complete” as required.
• Monitors and follows up on subcontractor work order execution and forwards relevant information to technical specialists.
• Weekly completion of service invoicing, including customer follow ups, credits and problem resolution.
• Accurately and promptly enters work order purchase orders into Spectrum and forwards material requests to purchasing for processing.
• Updates, populates, maintains and develops customer service database to maximize customer service and satisfaction.
• Accurate entry and reconciliation of timesheets on a weekly basis.
• Supports Project Managers and Technicians with Spectrum/ICare/IPlan assistance.
• Accurately and on a timely basis, administers Spectrum/ICare maintenance, including adding new sites, flags, and modifying customer service changes.
• Provides Service Quotes to customers with the assistance of the supervisor, and composes service quotes for supervisor approval.
• Schedules and follows up on all monthly maintenance customer accounts – this includes ensuring timely communication with contract customers, key customers and sub contractors.
• Establishes and maintains a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. Administers customer satisfaction surveys.
• Participates with operations to service turnovers for completed jobs, warranty documentation and warranty job set-ups.
• May build reports, and handle and control customer keys for service technicians.
• Provides administrative overflow support as and where required. This includes photocopying, filing, general typing correspondence, minutes.
• Works with the Service Supervisors to ensure accurate and timely On-Call listings are provided to our afterhours call center ensuring compliance to our corporate On Call procedure.
• Acts as “our customer’s best service provider” at all times thereby ensuring Convergint is the customer’s first choice for service.

Benefits

• Company Holidays and Paid Time Off
• Immediate comprehensive benefit plan (medical, dental, etc.)
• Employer contribution to RRSP
• Work environment committed to safety
• Colleague Assistance Program
• Tuition reimbursement
• Corporate Social Responsibility Day

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree