Customer Service Representative

3 days ago

Cannock, United Kingdom Aggreko, LLC Full time

Around the world, people, businesses, and countries are striving for a better future. A future that needs power and the right conditions to succeed. We’re the people who keep the lights on and control temperature. We are hiring immediately for a Customer Service Representative based out of Cannock a role that is critical in making sure our customers get the power they need. The Customer Service Representative will act as the principle point of contact for our customers throughout the rental process after the order is placed. Advocating for the customer at key touchpoints, this role collaborates with Sales and Operations to ensure a great customer experience. This role will work on a shift pattern (4 days on 4 days off)

You can look forward to:

- A competitive salary and benefits package (incl pension plan and bonus scheme)
- Generous holiday entitlement, with option to ‘buy’ or ‘sell‘
- A fast-paced work environment where no two days are the same
- Tailored support with your learning and development
- Access to free online/telephone GP service
- Cycle to Work scheme
- Discounts and perks
- Paid time off work for volunteering
- Access to our Employee Assistance Programme, which offers information and support from independent qualified specialists on a range of topics to help promote and support a healthy lifestyle

Your key responsibilities:

- Principal point of contact, responsible for managing the customer relationship throughout the life of the hire, proactively setting expectations and communicating changes / delays at key touchpoints including call case management, order acknowledgement, delivery, installation, provision of ongoing services throughout the hire, off hire and collection
- referring to our Process management tools for guidance.
- Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements
- Takes ownership for all reactive customer queries, breakdown or complaints, liaising with the appropriate teams to ensure these are resolved promptly to the customers satisfaction.
- Deliver an exceptional customer experience, through meeting & exceeding the defined customer experience standards and touchpoint outcomes
- Utilise Customer Centre capability within Salesforce to integrate telephony and route customers to the relevant Customer Service Representative
- Utilise standardised calls scripts when conducting customer touchpoints

Desired skills and experience:

- Relevant Customer Service experience in a business-to-business environment, preferably within a rental environment
- Computer literacy in a Microsoft environment and ERP system
- Proven customer focus with a strong sense of urgency for creative solutions
- Able to work at a fast pace, whilst maintaining attention to detail and high accuracy levels
- Excellent inter-personal skills with the ability to communicate across all levels inside and outside the organisation, including well developed written and oral skills
- Collaborative style with decisive, results-oriented approach

In this role, you will have the opportunity to directly contribute to the success of your colleagues and interact with the wider Aggreko team.

About Us

We are the people who use our big boxes to make a massive difference. We believe in the positive impact of power and the ability to control temperature. We believe what we do opens up opportunity and creates potential for individuals, communities, industries and societies over the world. We believe when we work together we can do anything. We believe in the power of our team. We are the people who keep the lights on. And we recruit the best talent, too.

Our four values help us get even better at what we do. It’s the Aggreko way of working - we call it Always Orange.

Always Orange means:
Being dynamic: We’re nimble and are always ready to react to an ever changing world.

Being expert: We know our stuff, we’re great under pressure and we thrive in our busy, fast-paced, deadline-driven environment. We use our experience to make a difference. We know how to challenge and we have the courage of our convictions.

Being together: We play for Team Aggreko and value the expertise of everyone around us. We’re accountable and we hold others to account.

Being innovative: We never miss an opportunity to learn, to look out, or to be better.

Aggreko is an equal opportunity employer. We are committed to providing an inclusive environment that allows each employee to be their best based upon their merit, talent and aspiration. We do not discriminate, and we abide by the laws in the locations in which we operate.

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