Reactive Customer Care Scheduler
BASED IN BEDFORD
Responsible for closing out the companies contractual defects as well as any chargeable maintenance in a prompt, efficient and cost effective manner ensuring the company is represented to all its clients professionally from initial communication through to the engineer attending and completing the works
o Accept incoming telephone calls and email requests for maintenance call-outs
o Communicate directly with property occupiers to obtain further information on the defect in order to establish any parts required and then arrange a mutual suitable time for on site installers, specialist subcontractors or dept engineers to attend to correct the defect, preferably "first time." When needed use the engineers to assist with gaining understanding of the defect before arranging attendance and appointing a suitable time to complete the works.
o Consider I auditor QA Records to establish any defect cause and parts required.
o Check the department Engineers progress throughout the course of the day via vehicle trackers, telephone and defect completion tickets issued.
o Form good working relations with our clients and provide daily them with daily progress updates via their preferred communication platform including any verbal or email lines of communication.
o Ensure our out of hours support JAM have upto date information on our contract defect periods as well as information on the engineer on call out of hours.
Using the companies "Call to Field" Scheduling and Records Online System and Sharepoint Platform
o Maintain full postal addresses database for every development, and keep up to date with contract liability completion dates (ensure we do not attend to works foc outside of our contract defect periods.)
o Schedule Engineers daily/weekly diaries in a cost efficient method considering suitable routes and arranging attendance to multiple defects in the same post code areas each day and therefore maximising daily defect attendance.
Parts - Stock Control, Obtaining/Purchasing and Returns/Credits
o Arrange for common defect parts to be obtained from the manufacturer foc and ensure the engineers vehicles maintain a sufficient on board stock attend defects "first time"
o Using the designated company buyer, place orders for parts to be collected by the engineer at a supplier nearest the defect postcode or near the engineers home postcode so parts can be either collected "end of day" or "on route to the defect attendance."
o Establish cost liability for each maintenance job, as either chargeable or non-chargeable to Client
o Organise for the engineer to return faulty parts to the manufacturer or supplier for credit with the assistance of the company buyer when needed. Ensure the company accounts are notified of the credit and if applicable any associated labour costs.
3 years experience in a customer service/customer facing admin role OR
3 years experience in a reactive maintenance environment
- Customer Services
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