Employment Type : Full-Time
Location Boston, MA (On-Premises)
Primary Office Boston South
6 Merchant St.
Unit 4
Sharon, MA 02067
United States
Duration Full Time
Desired Education High School / GED
Desired Experience 0-3 Years
Previous call center, dispatch or administrative experience preferred.
Experience in fire or security industry environment preferred.
This position can be based out of our Sharon or Tewksbury office.
Responsibilities 1.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.
2.Creates and dispatches work orders in iCare as required for scheduling of planned maintenance and service.
3.Attends weekly planning sessions, conducts weekly service paperwork reconciliation and performs weekly time sheet data entry.
4.Completes Service Agreement work orders as required.
5.Monitors and follows up on subcontractor pricing; processes and approves invoicing.
6.Administers the check in/checkout process of Technicians in accordance with company safety policy and advises Supervisors of any missing/late Technicians.
7.Accurately and promptly enters work order purchase orders into Spectrum and processes orders.
8.Updates, populates, maintains and develops customer service binders to maximize customer service and satisfaction.
9.Procures Parts/Materials for service work orders.
10.Provides Service Quotes to customers with the assistance of the Service Supervisor.
11.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.
12.Establishes and maintains a customer satisfaction follow up and call back procedure and provides senior management with appropriate feedback. Assists with customer satisfaction surveys.
13.Accurately and on a timely basis, administers Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.
14.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.
15.Provides administrative overflow support as and where required. This includes photocopying, filing, general typing correspondence, minutes.
16.Acts as our customer's best service provider at all times thereby ensuring Convergint Technologies is the customer's first choice for service.
17.Performs other duties and responsibilities as requested or required.
Skills Exceptional telephone and personal customer service skills and ability to work under pressure.
Excellent Microsoft Outlook, Excel, and Word skills.
Basic financial knowledge and skills, ability to understand basic financials such as accounts receivable/payable, purchase orders, and work orders.
Solid organizational skills and the ability to handle multiple projects tasks simultaneously.
Excellent attention to detail.
Strong verbal, written and interpersonal communication skills.
Strong flexibility to adapt to changing priorities and direction in a dynamic work environment.
Shows initiative regularly engages in proactive behavior and looks for opportunities.
Strong ability to facilitate a collaborative working environment for customers and team members.
Other This is a fast paced position that requires attention to detail and the ability to multi task. This position deals heavily with customers, it is important for the candidate to be pleasant and make sure our customers are taken care of.