Scheduling / Customer Service Assistant

Job Title: Scheduling/ Customer Service Assistant

Department/Location: Morden, Surrey, SM4 4LP

Employment basis: Permanent

Hours of work: Your normal hours of work are 7.30am to 4.30pm, Monday to Friday, with an unpaid break of 30 minutes. These normal hours of work may be varied to meet the needs of the Company.

Summary of Position: Support and Management of Field Service Technicians including scheduling visits with clients, processing paperwork, client follow up and interaction with internal staff/management to maximise daily targets and outcomes.

Job Role Description/ Primary Responsibilities:

• Allocation/scheduling of service visits for a team of field-based Technicians.
• Daily planning of Technician workload, ensuring that all customer visits are accurately scheduled in and confirmed in a timely manner.
• Coordinate with Technicians to ensure timely completion of scheduled client visits and address any scheduling conflicts.
• Answer inbound calls from Technicians/ customer related service enquiries.
• Obtaining full Addresses, contact names, parking details from customers prior to Technicians attendance.
• Serve as a point of contact for customers regarding their service visits, addressing enquiries, and providing updates on job status.
• Coordinate with customers to schedule appointments and ensure their satisfaction with our services.
• Reactive coordination of technicians when needed for immediate attendance such as emergency call outs.
• Electronic filing and logging of location schedules from Technicians following site visits.
• Liaise with subcontractors and suppliers to ensure timely delivery of materials and services.
• Interact to all customers/engineers whether on the telephone or via email in a professional and friendly manner at all times.
• Prioritise the workload to ensure agreed customer expectations are met ensuring high standards of customer satisfaction.
• Provide general administrative support to ensure efficient operations within the office.
• Answer all telephone calls, emails and execute tasks complaints, order queries and general enquiries in a timely manner.
• Provision of support for the sales teams so they are able to concentrate on proactive selling.

Qualities required;

• Interpersonal skills ability to communicate at all levels and backgrounds and understand concerns, feelings and reactions of others
• Planning and organizing self to accomplish specific goals
• Problem solving with a willingness to make decisions once analysed making judgment on the best solution to a problem or situation
• Strong Team player willing to participate as a full member
• Strong organisational skills
• Excellent communication skills
• Attention to detail
• Proficiency in basic computer skills including Word, Excel & Outlook

Benefits:

• Established family business since 1967
• Bonus scheme available
• Core focused office team of 10+ persons
• On-site Parking
• Holiday allowance of 20 days per annum plus Bank Holidays

This job description reflects the main functions of the role but from time to time the company may assign or reassign duties and responsibilities to meet the needs of the business