Remote Services Administrator

Convergint; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading technology service provider is seeking a Remote Services Administrator to manage customer service activities in a dynamic environment. Responsibilities include scheduling for remote services, guiding project setup, and ensuring compliance with Service Level Agreements. Candidates should have excellent communication skills and at least three years of relevant experience. The role offers competitive benefits and the chance to grow within a supportive company culture focused on diversity and inclusion.

Benefits

Company Holidays and Paid Time Off

Immediate comprehensive benefit plan

Employer contribution to RRSP

Colleague Assistance Program

Tuition reimbursement

Competitive salary and compensation plan

Qualifications

• Minimum of three years in dispatch, contracts, or administrative role.
• Experience in construction industry is preferred.

Responsibilities

• Coordinate schedules for remote service work.
• Lead projects, work orders, and service contracts setup.
• Ensure compliance with customer SLAs.
• Generate invoices accurately and on time.
• Support weekly payroll activities.

Skills

Customer service skills

Excellent communication skills

Microsoft Excel

Microsoft Outlook

Power BI

Smartsheet

Attention to detail

Education

Diploma in Business Administration

Customer service training

Technical diploma or equivalent experience

Job description

Convergint is currently recruiting for a Remote Services Administrator to join our growing team in one of our Canadian locations. As the Remote Services Administrator, you will be responsible for customer facing activities. Coordinating scheduling activities for remote service work, managing projects, and leading job booking and service contract setups. The Administrator ensures customer Service Level Agreements (SLAs) are met by closely managing progress, addressing scheduling challenges, and completing invoicing accurately and on time. This position is ideal for individuals who are detail-oriented, organized, and eager to build their skills in a fast-paced, service-driven environment.

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. You want to grow with us and deliver results as an exceptional Project 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”

• Coordinate and manage schedules for remote service work to ensure efficient resource utilization.
• Lead in the creation and setup of projects, work orders and service contracts ensuring contract details align with customer requirements and company standards.
• Examine service requests to ensure compliance with customer Service Level Agreements (SLAs) and communicate with internal teams and customers to maintain service timelines. Generate any necessary SLA compliance reports.
• Maintain data and generate accurate reporting to support various Remote Services KPIs.
• Generate invoices for service completed work, project invoicing, and contract invoicing ensuring accuracy and timeliness.
• Maintain the highest level of records for service activities, contracts, and billing.
• Respond to customer inquiries related to scheduling, projects, or contracts.
• Generate varied reports to provide updates on service progress and ensure customer satisfaction.
• Compile accurate data for Quarterly Business Reviews (QBRs).
• Maintain the weekly on-call rotation to ensure effective afterhours customer support.
• Support weekly payroll activities ensuring accurate timesheet submission week over week.
• Executes all work in accordance with Provincial, local regulations, general best practices as well as company health and safety policies and procedures.
• Always acts as “our customer’s best service provider” thereby ensuring Convergint is the customer’s first choice for service.
• Communicates with and works with the other team members consistently to improve overall operations of the Convergint Technology Center, and company.
• Keeps up to date and informed on all company policies.
• Always presents a professional image of Convergint in appearance and behaviour.
• Performs other duties and responsibilities as requested or required.

What You’ll Need

• Excellent customer service skills and solid ability to interface with customers in the highest regard
• Excellent communication skills both oral and written
• Collaborate and resolve customer issues as they arise
• Strong proficiency in Microsoft Outlook, Excell, Word, Power BI, and Smartsheet.
• Exceptional attention to detail
• Excellent ability to adapt to changing priorities and direction in a dynamic work environment
• Strong financial analytical skills including cost control
• Proactively looks for opportunities where Remote Services Team can improve.
• Strong ability to facilitate a collaborative working environment for customers and team members
• Ability to adapt to ever changing technology.

Requirements

• Diploma and/or certificate in Business Administration or related office experience required.
• Customer service training preferred.
• Technical diploma and/or equivalent trade experience preferred.
• A minimum of three years of experience in a dispatch, contracts, or administrative role is required.
• Experience in construction industry environment 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
• Immediate comprehensive benefit plan (medical, dental, etc.)
• Employer contribution to RRSP
• Work environment committed to safety.
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• 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.