Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Resource Coordinator to join our amazing culture. In this role, you will be responsible for scheduling Convergint technicians to resolve open and pending service calls, ensure tickets are closed out and resolved with proper and required information for resolution to end-users (customers and Technicians). Coordinators will work closely assisting and supporting account managers, territory managers, internal and external business partners for service work order resolution. Support will be provided by clearly communicating in a user-friendly, professional manner. As a Resource Coordinator, you are a part of a dynamic team that allows you to grow as Convergint grows.
For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.
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 Resource 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”
Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers. Schedule Convergint service technicians using ticketing system in effort to meet customer priorities and SLA’s; Deliver service and support updates and resolutions to internal and external business partners; Interact with customers to provide service updates in response to inquiries, concerns, and requests about work orders; Gather customer’s/Technicians information and determine next steps and resolution; Generate work order tickets in accordance to service requests submitted by Convergint customers; Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues to account management per Client specifications; Redirect problems and escalations to appropriate resource; Accurately process and record call transactions using a ticketing system; Ensure tickets have required information for closure process; Manage client service request inbox for requests and updates. Monitor part tracking and work to schedule technicians upon part arrival; Organize ideas and communicate oral messages appropriate to listeners and situations; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates.
What You’ll Need
Strong ability to work independently and as a team member. Prior experience working in a business office environment, particularly in that of a service-type organization. Willingness to work in an office full-time. Excellent verbal, written and interpersonal communication skills and ability to deal with a wide cross section of people both internal and external to the business. Strong attention to detail. Service skills and awareness for customer care/satisfaction. Strong computer skills - Word / Excel. Excellent organizational skills and the ability to handle multiple projects simultaneously within tight deadlines. Shows initiative engages in proactive behavior and looks for opportunities. Strong analytical skills necessary to resolve problems and look for solution. Strong financial analytical skills including cost control. Strong ability to facilitate a collaborative working environment for customers and team members.
Company Benefits and Perks
Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities can realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all our colleagues:
Company Holidays and Paid Time Off Fun & Laughter Day Off Medical, Dental & Vision Plan Life insurance & Disability Plan Wellness Program 401K Matching Plan Colleague Assistance Program Tuition reimbursement Competitive salary and compensation plan Vehicle reimbursement plan Corporate Social Responsibility Day And much more…
Requirements:
Education: High School/GED or equivalent
Preferred Experience:
1-3 years administrative support, office management or equivalent Prior dispatching experience preferred Prior experience working for a service driven organization
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.