Position Summary:  Under minimal supervision, answer, respond to, and meet the needs of all incoming customer service calls by handling these calls in a professional, efficient, effective, and timely manner ensuring Convergint Federal Technologies becomes the customers’ first choice for service.   This role provides coordination of service with technicians, sub-contractors, and customers within designated CTC location.Job Responsibilities:Handles all incoming customer calls including service dispatching, tracking, and scheduling of calls, call status tracking and call changes, entering new sites, collections, modifying existing sites and handling all general enquiries.  May handle calls after hours.Creates and dispatches work orders in service system daily for scheduling of planned maintenance and service.Attends weekly planning sessions; conducts weekly service paperwork reconciliation; performs weekly timesheet data entry. Holds meetings with customers and sites independently and represents the company during these events.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 advise supervisors of any missing/late technicians.Accurately and promptly enters work order purchase orders into the accounting system and processes order.Updates, populates, maintains, and develops customer service shared folders.  Procures Parts/Materials for service work orders.Provides Service Quotes to customers with the assistance of the supervisor.Schedules and follows up on all monthly maintenance customer accounts – this includes ensuring timely communication with contract customers, key customers, and sub-contractors. Meets monthly to discuss expiring contracts and to review upcoming PM visits. Schedules are subject to change and the candidate must be able to act quickly and efficiently.May establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback.  May assist with customer satisfaction surveys.Provides Specialists with badging and access to customers sites.  Ensures that the specialists have completed all customer specific training.   Maintains a log for both. This position also helps with technicians keeping track of their certifications when they expire and site-specific requirements.This position requires keeping a “pulse” on all matters. Self-motivated individual, that thrives in an extremely fast-paced environment.Performs other duties and responsibilities as requested or required.
