Technical Services Agent

3 weeks ago


Kenilworth, United Kingdom Renovo Full time

**About Us**

Renovo is a 24/7 contractor service providing not only out of hours engineers but in-hours too, covering all areas & disciplines. Renovo was born out of frustration of a perennial industry issue; the availability of quality contractors confirmed by a rise in requests for daytime assistance led us to create Renovo, calling upon our network of multiple trades available 24/7 throughout the UK.

**The Role**

Reporting into the Technical Services Manager, during a typical days work you will be responsible for:

- Answering all calls appropriately and representing the client in a timely, professional and courteous manner
- Managing jobs sent in from the Customer Services Agent - finding/assigning appropriate contractor, arranging and monitoring works, sending completion reports all via online database
- Maintaining a high level of professionalism and working to establish a positive rapport with every caller
- Providing relevant, current and accurate information to client and caller where appropriate
- Recognises and understands where the priority of the call necessitates that it be appropriately transferred to the dedicated Escalation team
- Carrying out administrative work associated with the call and/or follow-up in an accurate and timely manner
- Work with the Management Team to stay updated on product knowledge, systems and be informed of any changes in company policy
- Carrying out all duties in line with Renovo and client procedures
- Staff may be allocated a variety of call types, clients etc. or may be focused on a sub-set of these

**Knowledge & Experience**
- Previous experience in customer service/contact centre or property management related background would be highly beneficial
- Fluency in oral and written English is essential
- Must be a proficient desk top user and able to touch type. Experience in working with Google Chrome, Microsoft packages, in particular MS Outlook, Excel essential and knowledge of MS Teams desirable
- Ability to remain professional and courteous with callers at all times in a fast paced environment
- Be capable of handling complex queries while focusing on driving high levels of customer satisfaction
- Excellent listening skills and possess high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism
- Excellent telephone manner is essential
- Attention to detail is essential, accurately record all contact interactions
- The ability to multitask and navigate between multiple systems with speed and accuracy during your interactions with customers - Confident computer skills are important
- Driven and motivated to achieve targets

**5 Shift Patterns Available**
- Shift Pattern 1:_

Monday - Friday: 8:00am - 2:30pm

Total: 30 hours per week

£23,000 - £26,000 pro-rata
- Shift Pattern 2:_

Monday - Friday: 2:00pm - 8:30pm

Total: 30 hours per week

£23,000 - £26,000 pro-rata
- Shift Pattern 3:_

Monday - Thursday: 8:00pm - 1:00am

Friday: 8:00pm - 11:00pm

Total: 23 hours per week

£16.50 p/h
- Shift Pattern 4:_

Saturday - Sunday: 7:00am - 3:00pm

Total: 15 hours per week

£14.00 p/h
- Shift Pattern 5:_

Saturday - Sunday: 11:00am - 7:00pm

Total: 15 hours per week

£14.00 p/h
- Shift Pattern 6:_

Saturday - Sunday: 3:00pm - 11:00pm

Total: 15 hours per week

£14.00 p/h

Expected start date: June 2023

**Job Types**: Part-time, Permanent
Part-time hours: 15-30 per week

**Salary**: £10,000.00-£19,000.00 per year

**Benefits**:

- On-site parking
- Work from home

Schedule:

- Day shift
- Night shift
- Overtime
- Weekend availability

Ability to commute/relocate:

- Kenilworth: reliably commute or plan to relocate before starting work (required)

**Experience**:

- call centre (preferred)
- customer service (required)

Work Location: Hybrid remote in Kenilworth



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