Description
Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Resource Coordinator to join our amazing culture. In this role, you will be responsible for scheduling and dispatching Convergint Technicians in response to service calls, as well as ensuring tickets are closed out properly. Coordinators will assist and support account managers, territory managers, and internal/external business partners to resolve service work orders. Support will be provided by clearly communicating in a user-friendly, professional manner. As a Resource Coordinator, you are a part of a dynamic team that allows you to grow as Convergint grows.
For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.
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 equal opportunity and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Resource Coordinator.
Who We Are
With 20-years of proven growth and exceptional performance, our mission is to be our customer's 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'll do with "Our Training and Your Experience"
Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
Schedule Convergint service technicians using ticketing system in effort to meet customer priorities and SLA's;
Deliver service and support updates and resolutions to internal and external business partners;
Interact with customers to provide service updates in response to inquiries, concerns, and requests about work orders;
Gather customer's/Technicians information and determine next steps and resolution;
Generate work order tickets in accordance to service requests submitted by Convergint customers;
Research required information using available resources;
Follow standard processes and procedures;
Identify and escalate priority issues to account management per Client specifications;
Redirect problems and escalations to appropriate resource;
Accurately process and record call transactions using a ticketing system;
Ensure tickets have required information for closure process;
Manage client service request inbox for requests and updates.
Monitor part tracking and work to schedule technicians upon part arrival;
Organize ideas and communicate oral messages appropriate to listeners and situations;
Follow up and make scheduled call backs to customers where necessary;
Stay current with system information, changes and updates.
What You'll Need
Strong ability to work independently and as a team member.
Prior experience working in a business office environment, particularly in that of a service-@type organization.
Willingness to work in an office full-time.
Excellent verbal, written and interpersonal communication skills and ability to deal with a wide cross section of people both internal and external to the business.
Strong attention to detail.
Service skills and awareness for customer care/satisfaction.
Strong computer skills - Word / Excel.
Excellent organizational skills and the ability to handle multiple projects simultaneously within tight deadlines.
Shows initiative engages in proactive behavior and looks for opportunities.
Strong analytical skills necessary to resolve problems and look for solution.
Strong financial analytical skills including cost control.
Strong ability to facilitate a collaborative working environment for customers and team members.
Company Benefits
Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits:
10 Company Holidays and Paid Time Off starting at 13 days annually
Fun & Laughter Day Off
Medical, Dental & Vision Plan
Life insurance & Disability Plan
Wellness Program
401K Matching Plan
Colleague Assistance Program
Tuition reimbursement
Competitive salary and compensation plan
Vehicle reimbursement plan or company vehicle
Corporate Social Responsibility Day
Cell phone reimbursement (if applicable)
Paid parental leave
Requirements:
Education: High School/GED or equivalent
Preferred Experience:
1-3 years administrative support, office management or equivalent
Prior dispatching experience preferred
Prior experience working for a service driven organization
Convergint is an Equal Opportunity Employer.
Visit our Convergint careers site (https://www.convergint.com/careers/career-opportunities/) to learn more about the company and the exciting opportunities available.
Please note that this job posting includes salary information for the assigned target market range within the primary geographic region the requisition is posted. If the position is posted in multiple locations or is a remote position, the salary range may vary. Individual pay rates will, of course, vary depending on the job, department, and location, as well as the individual skills, experience, certifications, specific licenses, and education of the applicant.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
