21 days old

Service Coordinator

Des Moines, IA 50309

Job Responsibilities:

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1.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; 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 enquiries.\u0026nbsp; May provide support and backup for other areas of the business. May handle calls after hours.

2.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; Creates and dispatches work orders in iCare daily for scheduling of planned maintenance and service.

3.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; Attends weekly planning sessions; conducts weekly service paperwork reconciliation; performs weekly timesheet data entry.

4.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; Completes Service Agreement work orders as required.

5.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; Monitors and follows up on subcontractor pricing; processes and approves invoicing.

6.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; Administers the check in/checkout process of technicians in accordance with company safety policy and advise supervisors of any missing/late technicians.

7.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; Accurately and promptly enters work order purchase orders into Spectrum and processes order.

8.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; Updates, populates, maintains and develops customer service binder to maximize customer service and satisfaction.

9.\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp;\u0026nbsp; Procures Parts/Materials for service work orders.

10.\u0026nbsp;\u0026nbsp; Provides Service Quotes to customers with the assistance of the supervisor.

11.\u0026nbsp;\u0026nbsp; Schedules and follows up on all monthly maintenance customer accounts \u0026ndash; 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.\u0026nbsp;\u0026nbsp; May establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback.\u0026nbsp; May assist with customer satisfaction surveys.

13.\u0026nbsp;\u0026nbsp; Provides Specialists with badging and access to customers sites. \u0026nbsp;Ensures that the specialists have completed all customer specific training. \u0026nbsp;\u0026nbsp;Maintains a log for both.

14.\u0026nbsp;\u0026nbsp; Performs other duties and responsibilities as requested or required.

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Job Skills Requirements:\u0026nbsp;

  • 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\u0026mdash;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 \u0026ndash; regularly engages in proactive behavior and looks for opportunities
  • Strong ability to facilitate a collaborative working environment for customers and team members

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Education Requirements:

  • Diploma and/or certificate in Business Administration or related office experience required
  • Dispatch and customer service training preferred

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Experience Requirements:

  • Previous call center, dispatch, or administrative experience preferred
  • Experience in construction industry environment preferred

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Categories

Industry

  • Information Technology
Posted: 2022-06-08 Expires: 2022-07-09

Convergint is a global, service-based systems integrator whose top priority is service in every way – service to customers, colleagues, and community. Delivering value through unparalleled customer service and operational excellence has been foundational at Convergint. Our promise, and our number one objective, is to be our customers’ best service provider. 

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Service Coordinator

Convergint Technologies
Des Moines, IA 50309

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