The UK's largest independent company specialising in the installation and servicing of all makes and models of commercial glasswashers and dishwashers, we having an exciting role to join their call centre as a Scheduler.
Your role is to manage the Engineer's work load and to ensure that customers are receiving the appropriate assistance.
This includes the responsibility of managing the engineer's daily work schedule ,prioritisation, and resolution of end user help requests, including the monitoring and tracking of the engineer's.
You will also contribute to problem resolution to our customers.
PRIMARY RESPONSIBILITIES
1. Answer phones from Engineer's and respond to customer requests.
2. Keep customer's updated at all times with ETAs via telephone and E-mails
3. Identify and resolve customer issues using the computer system.
4. Follow-up on customer chasers
5. Controller reports.
6. Scheduling engineers day to day workload
7. Efficiently scheduling Engineers to respond to Service and Preventative Maintenance calls
8. Providing back-up support in the event of absence of other team members
9. Updating Engineer Out of Hours Rota according to schedule produced by Manager
10. Work out of hours which may include Evening's and week-end's to cover holiday/sickness
11. Tracking and Monitoring Engineer's to ensure enough work is being carried out on a daily basis
12. Reporting any escalations to your Supervisor/Manager
Position Requirements Knowledge & Experience
- Demonstrated progressive experience in working in a busy call centre.
- Ability to motivate and direct Engineer's
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills.
- Ability to absorb and retain information quickly Keen attention to detail.
- Exceptional customer service orientation.
- Experience working in a team-oriented, at least 2 years
- Flexibility and adapting to any Company changes
WORKING CONDITIONS
Working conditions are normal for an office environment.
Hours will be Mon-Fri 08:30 to 17:30
Saturday morning 09:00-13:00 on rota basis 1-3 paying Time and Half.
To occasionally cover sickness/holidays where possible.
If you think you're a good fit for this role please apply today to be considered for interview.