Customer Support Representative

THE ROLE

The role is responsible for being the first port of call for customers, managing their accounts effectively and to be their technical support experts with our engineers operating nationally.

KEY RESPONSIBILITIES

• Customer liaison consistently via phone and email
• Planning and booking of maintenance and service visits for customer accounts
• Booking in of service jobs, including contacting the customer, arranging the paperwork
• Effectively following up to service visits, including updating the database for customer accounts, completing post maintenance reports and raising job cards for repairs or additional required/requested work
• Booking in of reactive maintenance and repair calls, on site and in the workshop, making sure all logistics are effective
• Answering customer queries over the phone and by email
• Database management, this includes updating H-IMS with servicing information to ensure the account is all up to date with relevant information e.g., repairs service reports, additions, and deletions
• Auditing ongoing work of the engineer including assets and job cards
• Pulling data for monthly diary planning
• Planning and logistics to ensure work is booked in a timely and cost-effective manner, this includes managing engineers’ time on site with workload and repairs etc.
• Liaising with and maintaining strong relationships with engineers
• You will be required to carry a pager and be on an on-call rota