Job Description

Convergint is looking for a team-oriented, results-driven, Operations Service Coordinator, to join our amazing culture in our Edmonton office. 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\xe2\x80\x99 first choice for service. This role provides co-ordination of service with technicians, sub-contractors and customers applicable to a designated CTC location as well as work order invoicing. 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. Who We Are With 20-years of proven growth and exceptional performance, our mission is to be our customer\xe2\x80\x99s 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\xe2\x80\x99ll do with \xe2\x80\x9cOur Training and Your Experience\xe2\x80\x9d \xc2\xb7 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. \xc2\xb7 Creates, dispatches, and maintains work orders in iCare daily for scheduling of planned maintenance and service. \xc2\xb7 Attends weekly planning sessions, conducts weekly service paperwork reconciliation, performs weekly timesheet data entry, and generates service reports with relevant status/updates. \xc2\xb7 Plans and schedules service agreement work orders to \xe2\x80\x9ccomplete\xe2\x80\x9d as required. \xc2\xb7 Monitors and follows up on subcontractor work order execution and forwards relevant information to technical specialists. \xc2\xb7 Weekly completion of service invoicing, including customer follow ups, credits and problem resolution. \xc2\xb7 Accurately and promptly enters work order purchase orders into Spectrum and forwards material requests to purchasing for processing. \xc2\xb7 Updates, populates, maintains and develops customer service database to maximize customer service and satisfaction. \xc2\xb7 Accurate entry and reconciliation of timesheets on a weekly basis. \xc2\xb7 Supports Project Managers and Technicians with Spectrum/ICare/IPlan assistance. \xc2\xb7 Accurately and on a timely basis, administers Spectrum/ICare maintenance, including adding new sites, flags, and modifying customer service changes. \xc2\xb7 Provides Service Quotes to customers with the assistance of the supervisor, and composes service quotes for supervisor approval. \xc2\xb7 Schedules and follows up on all monthly maintenance customer accounts \xe2\x80\x93 this includes ensuring timely communication with contract customers, key customers and sub contractors. \xc2\xb7 Establishes and maintains a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. Administers customer satisfaction surveys. \xc2\xb7 Participates with operations to service turnovers for completed jobs, warranty documentation and warranty job set-ups. \xc2\xb7 May build reports, and handle and control customer keys for service technicians. \xc2\xb7 Provides administrative overflow support as and where required. This includes photocopying, filing, general typing correspondence, minutes. \xc2\xb7 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. \xc2\xb7 Acts as \xe2\x80\x9cour customer\xe2\x80\x99s best service provider\xe2\x80\x9d at all times thereby ensuring Convergint is the customer\xe2\x80\x99s first choice for service. What You\xe2\x80\x99ll Need \xc2\xb7 Solid telephone and personal customer service skills and ability to work under pressure \xc2\xb7 Solid proficiency in Microsoft Outlook, Excel, and Word skills \xc2\xb7 Basic financial knowledge and skills\xe2\x80\x94ability to understand basic financials such as accounts receivable/payable, purchase orders, work orders, etc. \xc2\xb7 Solid organizational skills and the ability to handle multiple projects tasks simultaneously \xc2\xb7 Excellent attention to detail \xc2\xb7 Good verbal, written and interpersonal communication skills \xc2\xb7 Strong flexibility to adapt to changing priorities and direction in a dynamic work environment \xc2\xb7 Shows initiative \xe2\x80\x93 regularly engages in proactive behavior and looks for opportunities \xc2\xb7 Strong ability to facilitate a collaborative working environment for customers and team members Requirements: \xc2\xb7 Diploma and/or certificate in Business Administration or related office experience required \xc2\xb7 Dispatch and customer service training preferred \xc2\xb7 Minimum one year previous call center, dispatch, or administrative experience required \xc2\xb7 Experience in construction industry environment preferred 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: \xc2\xb7 Company Holidays and Paid Time Off \xc2\xb7 Fun & Laughter Day Off \xc2\xb7 Immediate comprehensive benefit plan (medical, dental, etc.) \xc2\xb7 Employer contribution to RRSP; \xc2\xb7 Work environment committed to safety; \xc2\xb7 Colleague Assistance Program \xc2\xb7 Tuition reimbursement \xc2\xb7 Competitive salary and compensation plan \xc2\xb7 Corporate Social Responsibility Day \xc2\xb7 And much more\xe2\x80\xa6 Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer. Visit our Convergint careers site to learn more about the company and the exciting opportunities available. Job Type: Full-time Benefits:

• Dental care
• Extended health care
• On-site parking
• RRSP match
• Tuition reimbursement

• Monday to Friday

• Operations Coordination: 2 years (required)