Convergint Technologies is a global industry-leading organization that designs, installs, and services integrated building systems including electronic security, fire alarm, and life safety systems. To learn more about Convergint, visit www.convergint.com
We are currently recruiting for an Service Coordinator II to join our growing team in Toronto, ON. Under general supervision, the Service Coordinator II 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 Technologies becomes the customers’ first choice for service.
Main Job Responsibilities:
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.
Supports the Coordinator I in creating, dispatching, and maintaining work orders daily for scheduling of planned maintenance and service, and handles escalated work order issues/training queries.
Reviews weekly reports, attends weekly planning sessions with field supervisors, brings up forward scheduling challenging problems, and escalates issues to the service supervisor. Conducts weekly service paperwork reconciliation and performs weekly time sheet data entry.
Completes Service Agreement work orders and schedules and completes Work Orders as required. Analyzes complex problems and delivers solutions.
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 and forwards material requests to purchasing for processing.
Updates, populates, maintains and develops customer service database to maximize customer service and satisfaction.
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 Project Manager visits. Generates new and innovative solutions to complex problems.
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 Operations Coordinator to provide back up on the afterhours ON CALL procedure.
Acts as “our customer’s best service provider” at all times thereby ensuring Convergint Technologies is the customer’s first choice for service.
Key Knowledge, Skills and Experience:
Minimum of three years previous service coordination experienced preferred.
Experience in construction industry environment preferred
Diploma and/or certificate in Business Administration or related office experience required
Dispatch and customer service training required
Exceptional telephone and personal customer service skills and ability to work under pressure
Strong 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
Strong verbal, written and interpersonal communication skills
Shows initiative – regularly engages in proactive behavior and looks for opportunities
Strong ability to facilitate a collaborative working environment for customers and team members
Convergint Technologies LTD is an Equal Opportunity Employer and welcomes applications from candidates, regardless of race, national or ethnic origin, colour, religion, sex, age or mental or physical disability. Accommodations are available on request for candidates taking part in all stages of the recruitment process.
Competitive wages; Immediate comprehensive benefit plan (medical, dental, etc.); Employer contribution to RRSP; Work environment committed to safety; Reimbursement to support continuous learning
We have a great company culture, engage in Corporate Social Responsibility, work hard, and promote fun & laughter on a daily basis.