Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Electronic Security Administrator to join our amazing culture. In this role, you will effectively manage and optimize the Electronic Security database, and monitor/address customer issues relative to monitoring and electronic security. Communicate issues and requirements to technicians and customers. Deal directly with monitoring issues with central station, service issues, field technical support and customer service. Send correspondence including emails and letters and research customer service issues. Update customer information and contract requirements in the database. As an Electronic Security Administrator, 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 Electronic Security Administrator.
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. Receive inbound service calls from client banks and/or call centers. Diagnose and resolve service issues where possible. Maintain timely and accurate information on service calls in service system. Provide technical support to support field service organization. Manage service tickets through to completion/close-out. Collect, analyze and report customer feedback on products and services. Properly maintain all approved and signed monitoring agreement contracts for filing and billing purposes. Review Daily Accumulated Activity Reports, Late to Test Reports and resolve or escalate as necessary to supervisor. Follow-up with customers on all service-related issues, both electronic and physical security. Generate daily, weekly, and monthly reports related to service dispatch, alarm reports and issues requiring follow-up action. Adhere to all corporate authorities and policies relating to code of conduct. Organize and file all correspondence, contracts and site data sheets. Receive and review all monitoring invoicing for accuracy. Communicate and relay information accurately to Accounting for invoicing purposes, including alarm fees and service tickets. Make all customer changes to the central station data base, including, but not limited to, PIN codes, passwords, user ID’s and contact information. Receive calls from central station involving run-away alarms or customer complaints or issues. Make changes, by customer request, to alarm panel data, including adding and deleting users, as well as assisting technicians remotely on panel programming issues. Plan, manage and execute any projects related to multiple sites and service dispatched labor. Including Box drill projects, ATM refresh projects and DVR upgrade projects.
What You’ll Need
2+ years of progressive experience in call center functions and/or electronic security management. General understanding of contracts. Ability to apply planning principles as they relate to dispatching and call center practices. 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 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.