Convergint Federal d.b.a Signet Technologies Inc. (SigNet) is a wholly owned subsidiary of Convergint Technologies and is the Federal Government Arm of Convergint. CF is a systems integration company that is focused on the physical security for the U.S. Federal Government with locations and personnel throughout the U.S. and globally. CF is a leader in the design, integration, installation, maintenance and operation of technically-complex integrated physical security management systems. We have the ability to support the entire life-cycle of these programs and projects—from security analyses, engineering and design, through installation, operation and maintenance—using in-house personnel and resources is our biggest discriminator. 

CF is seeking a technically competent candidate to serve in the position of Service Coordinator to work with our Service Department in supporting multiple large Federal corrective/preventative maintenance programs. The position will be located at our Headquarters in Columbia, MD. 

1.      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 inquiries.  May provide support and backup for other areas of the business. May handle calls after hours.

2.      Creates and dispatches work orders in service system daily for scheduling of planned maintenance and service.

3.      Attends weekly planning sessions; conducts weekly service paperwork reconciliation; performs weekly timesheet 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/check-out process of technicians in accordance with company safety policy and advise supervisors of any missing/late technicians.

7.      Accurately and promptly enters work order purchase orders into accounting system and processes order.

8.      Updates, populates, maintains and develops customer service binder 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 supervisor.

11.   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.

12.   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.

13.   Provides Specialists with badging and access to customers sites.  Ensures that the specialists have completed all customer specific training.   Maintains a log for both.

14.   Performs other duties and responsibilities as requested or required.

• 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, work orders, etc.
• 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

Experience Requirements:

·        Previous call center, dispatch, or administrative experience preferred

·        Experience in construction industry environment preferred

Education Requirements:

• Diploma and/or certificate in Business Administration or related office experience required
• Dispatch and customer service training preferred

Additional Information

EOE/M/F/V/D