Bilingual Service Coordinator - FR/EN

Convergint Technologies LLC; Laval; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Paid time off

RRSP contributions

Safety-focused environment

Employee assistance program

CSR day

Job summary

Convergint Technologies LLC in Laval, QC is seeking a bilingual Service Coordinator (FR/EN) to join our customer-focused team. You will handle service calls, dispatch technicians, manage work orders, and coordinate with customers and subcontractors to ensure timely service delivery.

The role emphasizes order accuracy, weekly invoicing, and data entry into Spectrum/ICare systems, while maintaining high levels of customer satisfaction in a fast-paced environment.

Qualifications

• Diploma/certificate in Business Administration or related office experience.
• Minimum one year in call center, dispatch, customer service or administrative role.
• Experience in security industry is preferred.

Responsibilities

• Handle all incoming customer calls, dispatching, tracking and scheduling of service calls.
• Create and maintain work orders and service paperwork daily in iCare and Spectrum systems.
• Support planning, invoicing, timesheets and weekly service reports.
• Coordinate with technicians, sub-contractors and customers for serviced locations.
• Provide quotes and assist with service turnover, warranties, and reporting.

Skills

Customer service

Multi-tasking

Communication

Attention to detail

Adaptability

Initiative

Team collaboration

Education

Business Administration diploma/certificate

Tools

MS Outlook

MS Excel

MS Word

Job description

Convergint is currently recruiting for a team-oriented, results-driven, Bilingual Service Coordinator - FR/EN to join our amazing culture in Laval, QC. 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’ first choice for service. This role provides coordination of service with technicians, sub-contractors and customers applicable to a designated locations 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’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”

• 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.
• Creates, dispatches, and maintains work orders in iCare daily for scheduling of planned maintenance and service.
• Attends weekly planning sessions, conducts weekly service paperwork reconciliation, performs weekly timesheet data entry, and generates service reports with relevant status/updates.
• Plans and schedules service agreement work orders to “complete” as required.
• Monitors and follows up on subcontractor work order execution and forwards relevant information to technical specialists.
• Weekly completion of service invoicing, including customer follow ups, credits and problem resolution.
• Accurately and promptly enters work order purchase orders into Spectrum and forwards material requests to purchasing for processing.
• Updates, populates, maintains and develops customer service database to maximize customer service and satisfaction.
• Accurate entry and reconciliation of timesheets on a weekly basis.
• Supports Project Managers and Technicians with Spectrum/ICare/IPlan assistance.
• Accurately and on a timely basis, administers Spectrum/ICare maintenance, including adding new sites, flags, and modifying customer service changes.
• Provides Service Quotes to customers with the assistance of the supervisor, and composes service quotes for supervisor approval.
• Schedules and follows up on all monthly maintenance customer accounts – this includes ensuring timely communication with contract customers, key customers and sub contractors.
• 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 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.
• Acts as “our customer’s best service provider” at all times thereby ensuring Convergint is the customer’s first choice for service.

What You’ll Need

• Solid telephone and personal customer service skills and ability to work under pressure
• Solid 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
• Good verbal, written and interpersonal communication skills
• Strong flexibility to adapt to changing priorities and direction in a dynamic work environment
• Shows initiative – regularly engages in proactive behavior and looks for opportunities
• Strong ability to facilitate a collaborative working environment for customers and team members

Requirements:

• Diploma and/or certificate in Business Administration or related office experience required.
• Minimum one year previous call center, dispatch, customer service or administrative experience required.
• Experience in security industry is 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:

• Company Holidays and Paid Time Off
• Employer contribution to RRSP;
• Work environment committed to safety;
• Colleague Assistance Program
• Corporate Social Responsibility Day
• And much more...

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