Customer Service Assistant
2 months ago
**THE JOB**
This job entails taking phone calls & designating emergency calls to the correct engineer, inside normal working hours and mostly un-sociable hours.
**ABOUT THE COMPANY**
EPHG Limited is a national emergency electrical, plumbing, heating and gas company.
The company is based between Bury and Bolton but we cover the majority of the UK.
The majority of calls we take are electrical, plumbing, heating & gas and most calls are of urgent matter.
As we are an emergency service and mostly work un-sociable hours, the job entails that you're flexible, for example; being happy to do a weekend shift or a late night shift.
**WHAT SKILLS DO I REQUIRE?**
In order for our company to try and be the best, it's very important we gain customer confidence in our firm. This means when the customer calls, the customer feels they're speaking to the right person that is going to deal with their emergency situation.
Another way to explain this would be to say to yourself, if I was a client requiring an engineer in an emergency, being a 100 miles away, would you call yourself knowing you would do a great job in getting an engineer to them in a very quick time?
Excellent telephone skills and being a good listener is very important.
What is very important is that if you're successful, you're seen as wanting to do very well within the company.
The skills that are not required are electrical, plumbing, heating or gas knowledge, however, to deal with clients needs, training can be given for example: explaining to the client that 70% of boilers the engineers attend are fixed on site on the prior emergency or explaining to the client that the mains water stop valve will most likely be under the sink.
You must know how to use apple products such as the iPhone & iPad. When filling in the diary/invoice, all spelling must be correct.
This job also requires initiative, quick thinking and awareness to help clients that struggle in an emergency situation.
It's very important that we can rely on the staff to complete all tasks set out in a reasonable time.
**ADDITIONAL SKILLS**
Additional skills are NOT required, however, if you do have additional skills such as photoshop, SEO, web design or marketing, this could help but please don't let this put you off as it's not essential.
Having the hunger to better yourself will help your goal in gaining a job with us and continue for many years to come.
**PLACE OF WORK**
The place of work will be set from the comforts of your home, however, you will require good phone reception and have your own secure internet connection.
Please note we may have staff meetings every so often being once a month or so.
Training will be given either by Martin Smith or an alternative member of staff. Training is in Tottington, Bury or Radcliffe Manchester.
**HOURS OF WORK**
The hours of work is 36 to 40 hours per week plus additional bonus time.
The bonus time may be 20 hours or more whilst your in the comfort of your home doing what you do day to day when you're not working. However you do require to be at home in these hours.
The rate you will be paid as part of your wage structure is £11.50 to £13.50 per hour based on a 36 to 40 hours shift per week and bonus.
Outside your working hours, you are welcome to take further bonus calls and be flexible to help out if the company requires you.
The average wage is about £30,000.00 and the lowest member of customer service advisor record last year is £24,000.00 giving you an idea of the company's average salary is.
In December, your wages are most likely going to be at it's highest at about £4000.00 for the month before tax and the summer time being at about £2000.00 per month.
**INTERVIEW/REFERENCE FROM PREVIOUS EMPLOYER**
Interviews are given between Monday to Friday between 11:00am and 8:00pm.
We will require a reference from your current or previous employer.
We require that you are currently on the electoral roll and you have a current drivers licence/passport and a utility bill within the last 3 months.
**Salary**: £21,500.00-£40,000.00 per year
**Benefits**:
- Company pension
- Work from home
Schedule:
- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Overtime
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Performance bonus
- Yearly bonus
COVID-19 considerations:
Not Required
**Education**:
- GCSE or equivalent (required)
**Experience**:
- Customer service: 3 years (required)
**Language**:
- English (required)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Shift availability:
- Day shift (required)
- Night shift (required)
Work Location: In person
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