Customer Services Coordinator

Company - Security Solution Provider

Job Title - Customer Service Coordinator

Location - Dartford

Salary - Up to £28k

We have a new opportunity for an experienced Customer Support Co-ordinator to join our customer service team based in Dartford.

Our client is a leading Security Solution provider who design, manufacture and installer of bespoke physical security products.

The successful candidate will act at the first point of contact to our customers and field technicians. You will be an enthusiastic and delivery focused individual with exemplary customer services skills and the ability to adapt and respond to customer needs in a professional and efficient manner.

With high call volumes, the role requires both a pro-active and responsive mindset, by way of scheduling servicing appointments and responding to helpdesk calls from customers. A solid understanding of pricing and understanding of commercialising servicing contracts would also be beneficial.

The role would suit an individual looking for career progression and someone who wants to be part of a fast-paced customer service team environment.

Key Duties:

1. Providing first-line support to existing and new customers incorporating call logging and assignment to our engineers, / maintaining the Job Scheduling Board and identifying potential additional job requirements.
2. Management of job records to ensure compliance with company policies, from call logging to job completion and that supporting documentation is supplied upon job completion.
3. Assisting the Head of Support in delivering a first-class service by supporting the Operations team as required by adopting a proactive attitude to resolving queries and problems both office and field based.

Tasks

• Receiving telephone calls/ and e-mails from both customer staff directly and Facility Management Helpdesks relating to reactive call-out work.
• Solving problems by telephone, where possible, or by allocating technicians and scheduling site visits as appropriate
• Assisting the Customer Support Manager by co-ordinating booking of maintenance visits each week to ensure that the company complies with its monthly service target to customers
• Providing telephone diagnosis of problems on site and the resolution wherever possible, thus reducing the number of calls requiring site visit by service technicians.
• As a Customer Support Telephone Helpline user to accurately and promptly log all client call out requests onto the EFACS System.
• Monitoring response times to all logged calls escalating priority status as necessary within default response time bands by rescheduling technician’s appointments to suit.
• Monitoring the receipt of timesheets, service reports and any other associated technician administrative details (expenses, fuel receipts etc.) to ensure paperwork is passed to the appropriate team.
• Emailing or printing, any Technician paperwork, technical data, or correspondence such as electronic parking receipts that is required.
• Monitoring the accuracy of EFACS System Database details and report any deficiencies to the Customer Support Manager for rectification.
• Compiling and distributing service documentation to field staff technicians as required.
• Assisting with the filing and distribution of all incoming Customer Support documentation.
• Monitoring of technician van stock levels and the frequency of re-issue of stock to technicians from Dartford’s main stores.
• Relaying call status information to customer helpdesks as requested and taking appropriate action as required.
• Other ad hoc service delivery tasks as defined by the Head of Customer delivery,

Skills & Qualifications

Essential:

• Excellent customer service and communication skills with the ability to liaise with both internal and external stakeholders.
• The ability to manage and provide a solution in response to complex enquiries and both office and field based.
• Intermediate-Advanced IT skills

Desirable

Previous experience in a Customer Service led environment.

• Previous experience in diary management/job scheduling
• An understanding of Service Contracts and provisions