Service Dispatcher- Mechanical Solutions

at  Convergint Technologies Ltd

Convergint is currently recruiting for a team-oriented, results-driven, Service Coordinator to join our amazing culture in Calgary, AB. 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 co-ordination of service with technicians, sub-contractors and customers applicable to a designated CTC location as well as work order invoicing.

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.

REQUIREMENTS:

• Minimum one year previous call centre, dispatch, customer service required.
• Experience in mechanical solutions required.
• Experience in industry preferred.
• Dispatch and customer service training preferred

• 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.
• Handles high volume of email communications with internal and external customers accurately and efficiently within required guidelines and expectations.
• Creates, dispatches, and maintains work orders in iCare daily for scheduling of planned maintenance and service.
• Attends weekly planning sessions and works closely with service supervisors on workflow with dedicated service teams.
• Weekly review, reconciliation, and approval of all technician timesheets. Includes support and training with technicians and supervisors on accurate entries into DataBasics.
• Monitors and follows up on subcontractor work order execution and forwards relevant information to technical specialists.
• Accurately and promptly complete purchase requisition forms and forward to purchasing for processing. Collaborating with purchasing and warehouse teams to ensure accuracy and deliverable requirements met.
• Updates, populates, maintains and develops customer service database to maximize customer service and satisfaction.
• 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.
• Schedules and follows up on all monthly maintenance customer accounts. This includes ensuring timely communication with contract customers, key customers, and subcontractors. Ensuring management of activity until completion.
• Establishes and maintains a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. Administers customer satisfaction surveys.
• Weekly review of customer work orders and cost allocations to ensure accuracy prior to invoicing.
• Participates with operations to service turnovers for completed jobs, warranty documentation and warranty job set-ups.
• Collaborate with other teams to ensure manpower utilized and is scheduled without conflicts for shared resources between projects and service.
• Ability to communicate and/or escalate challenges professionally and effectively to supervisors or management as required.
• Provides administrative overflow support as and where required.
• 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.
• Executes all work in accordance with Provincial, local regulations, general best practices as well as company health and safety policies and procedures.
• Acts as “our customer’s best service provider” at all times 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.
• Presents a professional image of Convergint at all times in appearance and behaviour.
• Performs other duties and responsibilities as requested or required.