Service Coordinator I

Columbia, MD, United States

Company Description

Join our team at Convergint Federal Solutions (CFS). Become part of one of the nation's leading security integrator's for the U.S. Federal Government.

CFS is a wholly owned subsidiary of Convergint Technologies and is the Federal Government Arm of Convergint. CFS 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. CFS is a leader in the design, integration, installation, maintenance, and operation of technically complex integrated physical security management systems. We can 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.

Job Description

In the role of a Service Coordinator at Convergint Federal / SigNet Technologies, you will play a crucial role in managing the service operations and coordinating resources to deliver exceptional customer service. This role requires exceptional organizational skills, effective communication, and a strong commitment to ensuring customer satisfaction.

Value and Beliefs of this Role:

The person in this role must provide world-class service to customers, colleagues, and

communities. It requires a person of integrity, self-accountability, commitment to communicate openly and consistently, delivering results and having fun with laughter daily. In this role we want you to grow with us and deliver results as an exceptional Service Coordinator. This job requires a person who remains professional, organized, detail and task oriented, as well as precise, thorough, and collaborative.

Key Responsibilities:

Service Request Management:

Receive and log service requests from customers, ensuring accurate and detailed information is gathered to initiate service appointments.

Resource Coordination: Coordinate with service technicians, engineers, and other resources to schedule and dispatch them to customer sites.

Ensure efficient allocation of resources and minimize downtime.

Customer Communication: Maintain clear and consistent communication with customers throughout the service process.

Provide updates on service appointments, expected arrival times, and service completion.

Documentation: Maintain accurate and up-to-date service records, including service history, equipment details, and customer interactions.

Inventory Management: Monitor and manage service parts and inventory to ensure availability for service technicians when needed.

Billing and Invoicing: Assist in the preparation of service invoices, ensuring timely and accurate billing for services rendered.

Quality Assurance: Work closely with service teams to ensure high-quality service delivery and prompt issue resolution.

Customer Satisfaction: Proactively seek customer feedback and address any concerns or issues, aiming to achieve high levels of customer satisfaction.

Reporting: Generate and analyze service reports to identify trends, areas for improvement, and opportunities for cost savings.

Compliance: Ensure adherence to company policies, industry regulations, and safety standards in all service operations.

Other Duties: Other duties assigned within reason of current role previously specified.

Qualifications High school diploma or equivalent; some college or relevant certifications preferred.

Previous experience in service coordination, scheduling, or customer service is a plus.

Strong organizational skills with attention to detail.

Excellent communication and interpersonal skills.

Proficient in using Microsoft Office Suite and service management software.

Ability to adapt to a fast-paced and dynamic work environment.

Customer-focused with a commitment to ensuring the highest level of service.

Company Benefits and Perks :

Convergint Federal fosters a supportive, accessible, and inclusive environment in which

individuals of different backgrounds and identities can realize their maximum potential within

the company. This role offers a variety of programs and exceptional benefits to 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

- Corporate Social Responsibility Day

- And much more...

Additional Information

Additional Information

CFS is an Equal Opportunity Employer who is committed to workforce diversity. Minorities/Females/Disabled/Veterans are encouraged to apply. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. We offer a smoke-free and drug-free workplace.

Employment is contingent upon successful completion of background investigation and pre-employment drug screen.

All applications and resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted for an interview.

CFS is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Convergint Technologies offers many job opportunities outside of the U.S. which can be found through our employment website at uscareers.convergint.com/careers.

Additional Information

EOE/M/F/V/D