Customer Service Representative

3 days ago

Cornelius, United States Convergint Full time
Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking CSR to join our amazing culture. In this role, you will be responsible for generating work orders from service request information submitted by our customers. Work orders will be submitted via phones, emails or portals. CSRs must ensure all work orders follow ROC guidelines and are complete, accurate and timely. CSRs are the primary recipients of calls on the ACD line and must promptly answer all calls in a professional manner. CSR will work closely assisting and supporting the Resource Coordinators, account managers, territory managers, internal and external business partners for service work order creation and follow-up. As a CSR, 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 Customer Service Rep/Project 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.
  • 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 BranchServ 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;
  • Schedule BranchServ service technicians using ticketing system in effort to meet customer priorities and SLA's;
  • 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.
  • 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:
    • BS/BA in Business related discipline (preferred) or equivalent work related experience
  • Skill and Knowledge Qualifications:
    • Microsoft Office Suite
    • Proper phone etiquette
    • Ability to speak and write clearly and accurately
    • Demonstrated proficiency in typing and grammar
    • Knowledge of relevant software computer applications and equipment
    • Knowledge of customer service principles and practices
    • Effective listening skills
    • Willingness to co-operate with others and work to the greater good
    • Multi-tasking capabilities

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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