Service Coordinator I

Company Description Join our team at Convergint Federal Solutions (CFS).
Become part of one of the nation's leading security integrator's for the U.
S.
Federal Government.
CFS is a wholly owned subsidiary of Convergint Technologies and is the Federal Government Arm of Convergint.
CFS is a systems integration company that is focused on the physical security for the U.
S.
Federal Government with locations and personnel throughout the U.
S.
and globally.
CFS is a leader in the design, integration, installation, maintenance, and operation of technically complex integrated physical security management systems.
We can support the entire life cycle of these programs and projects—from security analyses, engineering, and design, through installation, operation and maintenance—using in-house personnel and resources is our biggest discriminator.
Job Description 1.
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 inquiries.
May provide support and backup for other areas of the business.
May handle calls after hours.
2.
Creates and dispatches work orders in service system daily for scheduling of planned maintenance and service.
3.
Attends weekly planning sessions; conducts weekly service paperwork reconciliation; performs weekly timesheet data entry.
4.
Completes Service Agreement work orders as required.
5.
Monitors and follows up on subcontractor pricing; processes and approves invoicing.
6.
Administers the check-in/check-out process of technicians in accordance with company safety policy and advise supervisors of any missing/late technicians.
7.
Accurately and promptly enters work order purchase orders into accounting system and processes order.
8.
Updates, populates, maintains and develops customer service binder to maximize customer service and satisfaction.
9.
Procures Parts/Materials for service work orders.
10.
Provides Service Quotes to customers with the assistance of the supervisor.
11.
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.
12.
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.
13.
Provides Specialists with badging and access to customers sites.
Ensures that the specialists have completed all customer specific training.
Maintains a log for both.
14.
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.
Solid 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 Additional Information Experience Requirements: · Previous call center, dispatch, or administrative experience preferred · Experience in construction industry environment preferred Education Requirements: Diploma and/or certificate in Business Administration or related office experience required Dispatch and customer service training preferred Additional Information Additional Information CFS is an Equal Opportunity Employer who is committed to workforce diversity.
Minorities/Females/Disabled/Veterans are encouraged to apply.
Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin.
We offer a smoke-free and drug-free workplace.
Employment is contingent upon successful completion of background investigation and pre-employment drug screen.
All applications and resumes are held in confidence.
Only candidates whose profiles closely match requirements will be contacted for an interview.
CFS is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Convergint Technologies offers many job opportunities outside of the U.
S.
which can be found through our employment website at uscareers.
convergint.
com/careers.
Additional Information EOE/M/F/V/D