Global Service Coordinator - Dispatch & Customer Care

Convergint Technologies LLC; Carrollton (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental & Vision Plan

401K Matching Plan

Paid holidays & PTO

Cell phone reimbursement

Job summary

Convergint Technologies LLC in Carrollton, TX is seeking a full-time Service Coordinator to deliver world-class service and support a dynamic field team. You will manage dispatch, scheduling, work orders, and customer communications while contributing to a culture that values growth, integrity and service.

As part of our service organization, you will coordinate maintenance activities, track status, prepare quotes, and support technicians with safety and administrative tasks.

Qualifications

• Exceptional telephone and personal customer service skills.
• Proficient in Microsoft Outlook, Excel, and Word.
• Basic financial knowledge (receivable/payable, purchase orders, work orders).
• Solid organizational skills with ability to manage multiple projects.

Responsibilities

• Handles 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 inquiries as required.
• May provide support and backup for other areas of the business.
• Creates and dispatches work orders in iCare as required for scheduling of planned maintenance and service.
• Attends weekly planning sessions, conducts weekly service paperwork reconciliation and performs weekly time sheet data entry.
• Completes Service Agreement work orders as required.
• Monitors and follows up on subcontractor pricing; processes and approves invoicing.
• Administers the check in/checkout process of Technicians in accordance with company safety policy and advises Supervisors of any missing/late Technicians.
• Accurately and promptly enters work order purchase orders into Spectrum and processes orders.
• Updates, populates, maintains and develops customer service binders to maximize customer service and satisfaction.
• Procures Parts/Materials for service work orders.
• Provides Service Quotes to customers with the assistance of the Service Supervisor.
• Schedules and follows up on all monthly maintenance customer accounts. This includes ensuring timely communication with contract customers, key customers and subcontractors.
• Meets monthly to discuss expiring contracts and reviews upcoming PM visits.
• Establishes and maintains a customer satisfaction follow up and call back procedure and provides senior management with appropriate feedback.
• Assists with customer satisfaction surveys.
• Accurately and on a timely basis, administers Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.
• Provides Specialists with badging and access to customer sites.
• Ensures that the Specialists have completed all customer specific training.
• Maintains a log for badging access and training.
• Provides administrative overflow support as and where required. This includes photocopying, filing, general typing correspondence, minutes.
• Acts as our customer's best service provider at all times thereby ensuring Convergint is the customer's first choice for service.
• Performs other duties and responsibilities as requested or required.

Skills

Phone support

Customer service

Microsoft Outlook

Excel

Word

Organizational skills

Adaptability

Education

College degree or trade school

Tools

iCare

Spectrum

Job description

Convergint Technologies LLC in Carrollton, TX is seeking a full-time Service Coordinator to deliver world-class service and support a dynamic field team. You will manage dispatch, scheduling, work orders, and customer communications while contributing to a culture that values growth, integrity and service.

As part of our service organization, you will coordinate maintenance activities, track status, prepare quotes, and support technicians with safety and administrative tasks.