Service Account Representative

1. Working as the leader of the coordination team, helps coordinate the scheduling 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.

2. 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.

3. Schedules inspections and maintenance with customers in a timely manner so as to not have inspections or maintenance become delinquent. Utilizes Convergint Technologies' inspection vendor, Building Reports.com, to record and track inspections as needed.

4. Updates, populates, maintains and develops online customer service binder to maximize customer service and satisfaction. Enters all service contracts, licensing, and warranty information into the Service Tracking Portal.

5. Generates a variety of reports including inspection reports for systems that have been tested, distributes to customers and authorities having jurisdiction.

6. Supports the creation of Service Quotes to customers with the assistance of the Service Acoount Executives and/or the Service General Manager.

7. 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.

8. Acts as the coordination supervisor for the rest of the Tennessee coordination team. Support recruiting, including conducting interviews, onboarding, coaching and development, disciplinary action (when needed) and annual performance reviews. Help establish goals and ensure completion of said goals within the fiscal year assigned.

9. 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.

10. Meets with customers and other colleagues on an as-needed basis to demonstrate and set them up with access to iCare.

11. Assists with collections of funds for past due service contract accounts. Provides administrative and service coordination overflow support as and where required.

12. Accurately and in a timely manner, administers Spectrum maintenance, including adding new sites, adding flags and modifying customer site changes.

13. Other coordination/customer centric service tasks based on the needs of the service business.