Customer Service Agent

6 months ago

Richmond, United Kingdom HRV Service & Support Ltd Full time

HRV is a small but fast-growing business specialising in indoor environment solutions.
We spend up to 90% of our time indoors so the quality of the air we breathe and the way we feel is important to our health and well-being.

We are specialists in the design, installation and maintenance of systems that ensure a good, comfortable indoor environment is delivered and maintained including ventilation and air conditioning.

We install in new homes and buildings as well as servicing and maintaining existing systems with a wide range of customer from developers, landlords, property management companies, and homeowners.

We now have an opportunity for a **Customer Service Agent **to join our service division on a permanent basis at our **Richmond office.**

**What is the purpose and key responsibilities of the role?**
- The purpose of this role is to help maximise the conversion of the service division opportunities
- There will be lots of customer liaison - you will be spending the majority of your time making outbound calls to customers to convert quotations, re-engage/quote/book existing customers for repeat business/services or to upsell our brand-new service plans
- You will be responsible for managing all of the opportunities on the company system (Simpro) by way of updating, converting or archiving as well as requesting additional information from the servicing team
- You will be responsible for scheduling engineers time plus rescheduling when required
- You may also be asked to complete ad-hoc admin tasks such as data input/cleansing etc

**What personal qualities are needed to succeed in this role?**
- Bring your **energy and enthusiasm** and we will support you as well as provide training for our products, services and brand story
- Grounded self-confidence is a must as is a passion for providing excellent Customer Service - you must feel at ease making outbound calls with the objective to convert an existing enquiry or previous business into a sale/job as well as explaining the benefits and advantages of a service plan
- Organisation and accuracy are also key - there is a backlog of work as well as current jobs to manage throughout the contract

**What experience is required?**
- Previous experience within role that has outbound calls/sales customer liaison and that manages enquiries through quotations and converting to jobs is required
- A high level of IT proficiency, particularly in all aspects of the Microsoft Exchange & Office suites is required.
- Previous experience in Simpro is ideal, but not essential
- Knowledge of the heating, ventilation, or similar industries beneficial.

**Renumeration**
- Up to 28k per annum based on experience - 5 days per week in Richmond based office
- Monthly Incentive Plan when achieving set targets available
- Bonus based on Co performance and discretion
- Statutory pension (Nest) available
- 20 days holiday per annum plus bank holidays (pro-rated)
- Working hours are 9:00am - 5.30pm, Monday to Friday with occasional flexibility required during peak period

Pay: £23,958.98-£28,000.00 per year

**Benefits**:

- Canteen
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus

**Experience**:

- customer service: 3 years (required)

Work Location: In person

Reference ID: SDA005

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