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Company Description

Join our team at Convergint Federal Solutions. Become part of one of the nation's leading security integrator's for the U.S. Federal Government.

Convergint Federal (CF) is a systems integration company that is focused on the physical security with locations in Maryland, Virginia, Alabama, and North Carolina. CF is a leader in the design, integration, installation, maintenance, and operation of technically complex integrated physical security management systems. We have the ability to support the entire life cycle of these programs and projects—from security analyses, engineering and design, through installation, operation and maintenance.

Job Description

The role of a Service Coordinator at Convergint Federal, plays a crucial role in managing the service operations and coordinating resources to deliver exceptional customer service. This role requires exceptional organizational skills, effective communication, and a strong commitment to ensuring customer satisfaction.

Value and Beliefs of this Role:

The person in this role must provide world-class service to customers, colleagues, and communities. It requires a person of integrity, self-accountability, commitment to communicate openly and consistently, delivering results and having fun with laughter daily.  In this role we want you to grow with us and deliver results as an exceptional Service Coordinator. This job requires a person who remains professional, organized, detail and task oriented, as well as precise, thorough, and collaborative.

Responsibilities:

• Receive and log service requests from customers, ensuring accurate and detailed information is gathered to initiate service appointments.
• Coordinate with service technicians, engineers, and other resources to schedule and dispatch them to customer sites.
• Ensure efficient allocation of resources and minimize downtime.
• Maintain clear and consistent communication with customers throughout the service process.
• Provide updates on service appointments, expected arrival times, and service completion.
• Maintain accurate and up-to-date service records, including service history, equipment details, and customer interactions.
• Monitor and manage service parts and inventory to ensure availability for service technicians when needed.
• Assist in the preparation of service invoices, ensuring timely and accurate billing for services rendered.
• Work closely with service teams to ensure high-quality service delivery and prompt issue resolution.
• Proactively seek customer feedback and address any concerns or issues, aiming to achieve high levels of customer satisfaction.
• Generate and analyze service reports to identify trends, areas for improvement, and opportunities for cost savings.
• Ensure adherence to company policies, industry regulations, and safety standards in all service operations.
• Other duties assigned within reason of current role previously specified.

Qualifications

• HS/GED and / or College degree, trade school or equivalent experience (preferred)
• 1+ years call center, dispatch or administrative experience.
• 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.
• Strong flexibility to adapt to changing priorities and direction in a dynamic work environment.
• Customer-focused with a commitment to ensuring the highest level of service.

Requirements

• United States Citizenship
• Active Driver’s License
• The job may require lifting objects weighing between 25 - 50 pounds. Accommodations can be provided upon request to enable individuals with disabilities to perform the essential functions.

Additional Information

Hourly Range: $20/hour to $25/hour

Company Benefits:
Convergint Federal fosters a supportive, accessible, and inclusive environment in which all individuals can realize their maximum potential within the company. This role offers 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

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