Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Account Representative to join our amazing culture. In this role, you will provide full support of Customer Support Program including scheduling work, tracking costs, tracking contract renewals, invoicing, contract bookings, and contract renewals. As a Service Account Representative, 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 Service Account Representative.

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”

• Coordinates schedule of inspections, assists with dispatch, setup and coordination of monitoring accounts, order equipment for service contracts, and quotes T&M service work orders, supports sales team by proposing pricing for small tenant improvement projects. May maintain inventory for projects and inspections.
• Implements and manages a customer quality assurance program, identifies opportunities to grow the CSP base through proposal of additive services to existing customer CSP’s, conducts weekly customer site visits, demonstrates industry knowledge and maintains a professional image when meeting with our customers.
• Performs system inspections as needed to support regional customer base. Performs after-hours and weekend inspections as required by customers on an as-needed basis.
• Schedules inspections and maintenance with customers in a timely manner so as to not have inspections or maintenance become delinquent. Provides technical support and training for field personnel including new inspectors on an as-needed basis. Locates, hires, and manages subcontractors.
• Utilizes Convergint’s inspection vendor, Building Reports.com, to record and track inspections as needed. Troubleshoots equipment that fails during inspection and try to either correct the deficiency or identify the problem for repair by others. Identifies system deficiencies found during inspection and track their resolution to completion.
• Updates, populates, maintains and develops customer service binder to maximize customer service and satisfaction. Enters all service contracts, licensing, and warranty information into the Service Tracking Portal.
• Generates a variety of reports including inspection reports for systems that have been tested, distributes to customers and authorities having jurisdiction.
• Provides Service Quotes to customers with the assistance of the Service Operations Manager.
• 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 preventative maintenance (PM) visits. Attends regular customer meetings to review the current status of accounts.
• Provides input and help with developing processes and procedures to establish Convergint as the premier provider of test and inspect services for the assigned region/territory.
• Meets with customers and other colleagues on an as-needed basis to demonstrate and set them up with access to iCare.
• Assists with collections of funds for past due service contract accounts. Provides administrative and service coordination overflow support as and where required.
• Accurately and in a timely manner, administers Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.
• Provides Specialists with badging and access to customers sites. Ensures that the specialists have completed all customer specific training. Maintains a log for both. May have direct supervisory responsibility for team of Specialists.
• Completes regular audits on all service contract accounts to ensure all billing and contractual requirements are being met.
• Acts as primary point of contact and “our customer’s best service provider” at all times thereby ensuring Convergint is the customer’s first choice for service.
• Performs other duties and responsibilities as requested or required.

What You’ll Need

• Exceptional telephone and personal customer service skills and ability to work under pressure.
• Exceptional customer focus and ability to work under pressure; ability to anticipate and seek to meet the needs and wants of the customer without being prompted.
• 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.

Company Benefits and Perks

Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of 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: College degree, trade school or equivalent experience

Minimum Experience: 3-5 years field, dispatch, sales, administrative or equivalent

Preferred Experience: (but not required):

• 1 year construction industry environment

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.