Customer Support Coordinator
37.5 hours a week - 2 days working from home
At JLA, we are passionate about ensuring that “we take care of it” for our customers as their trusted partner. As a Customer Support Coordinator, you’ll be the first port of call for our JLA HVAC customers, ensuring we deliver exceptional service in a timely and effective manner. No two days are the same in this job; there will be plenty for you to get involved in, from answering customer queries, processing quotations and invoices, resolving service issues, and making sure all our customer portals are updated accurately.
Benefits:
* 25 days holiday per year, plus bank holidays
* Life Assurance
* Access to a range of other benefits & perks
* Company pension scheme
Role Overview
The Customer Support Coordinator interacts with all customers to meet their needs and ensure they get maximum value from the business. They are the first point of contact for all JLA customers. Their job involves receiving customer inquiries via phone or email, resolving them, creating and closing jobs, managing several customer portals and spreadsheets, and ensuring all relevant paperwork is uploaded. The Customer Support Coordinator deals with quotes while ensuring the correct rates are collated and works closely with the ROMs.
Key Tasks
* Taking incoming calls from customers, engineers, and suppliers, providing support and administration service
* Customer management responsibility for a number of customers
* Attending customer meetings to ensure work is carried out to agreed standards
* Uploading to customer portals all relevant compliance certification and updating any job notes
* Dealing with email inbox on all queries
* Ordering van stock orders, orders for remedial jobs, and any other equipment required by engineers
* Liaison with customers to ensure they are kept informed on progress and managing any issues
* Ensuring all jobs are planned and allocated within agreed SLA
* Ensuring all jobs are progressed by engineers within the operating system when they have been physically completed
* Reviewing, actioning, and updating the business on the progress of customer works
* Working with the ROMs to continually review labour against demand
* Sharing KPI reporting to service delivery management and regional leads to show performance
* Ordering stock/parts required by engineers for completion of jobs
Criteria
* Proficient level of computer skills, such as use of Systems, Outlook, Excel, etc.
* Excellent customer service skills
* Good organisational skills
* Experience of working in a customer-facing role
* Experience of managing challenging situations in a customer-facing role
* The ability to provide outstanding customer service
* Experience in working in a fast-paced environment
* Demonstrated experience of taking ownership of customer queries
* Excellent communication skills
* Good attention to detail
* Talent for solving problems
* Good time management skills
* Flexibility in support of the customer and business needs
* Ability to interact with other departments and regions within JLA
* Strong team player
Job Types: Full-time, Permanent
Pay: £23,000.00-£26,000.00 per year
Schedule:
* Monday to Friday
Ability to Commute/Relocate:
* Albany Park Frimley, GU16 7QR: reliably commute or plan to relocate before starting work (required)
Experience:
* Office: 1 year (required)
Work Location: Hybrid remote in Albany Park Frimley, GU16 7QR
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