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Service Coordinator

2 months ago

Woodbridge, Suffolk, United Kingdom Reed Full time
{"title": "Service Coordinator", "description": "Job Summary

We are seeking a highly organized and customer-focused Service Coordinator to join our team at Reed. As a key member of our Service Office team, you will play a crucial role in ensuring smooth operations and delivering exceptional customer service.

Key Responsibilities
  • Answer customer calls and direct them to the appropriate party in a prompt and courteous manner.
  • Log all services, breakdowns, and installations on our system, scheduling engineer visits and communicating arrangements or changes to customers and engineers.
  • Respond to customer inquiries via phone or email regarding the status of jobs.
  • Inform customers about our services and contract options when they call in.
  • Advise customers on warranty coverage, charges, and payment terms.
  • Order parts on behalf of engineers or customers, keeping all parties updated on the status of ordered parts.
  • Handle customer queries about the status of assigned jobs.
  • Manage the re-booking process for follow-up engineer visits.
  • Compile quotes for chargeable work, obtain customer authorization, schedule engineer appointments, and update the system accordingly.
  • Ensure jobs are accurately closed, allowing for prompt issuance of work reports, inspection sheets, and invoices, and address any discrepancies with engineers.
  • Escalate customer concerns or complaints to your line manager.
Requirements
  • Strong organizational and coordination skills.
  • Excellent customer service orientation with a polite and professional telephone manner.
  • Good communication skills, both written and verbal.
  • Willingness to undergo training and adapt to company procedures.
  • Proficiency in IT systems, with the ability to learn company-specific software.
Benefits
  • Competitive pay structure with overtime opportunities.
  • Salary Exchange pension scheme.
  • 24 days holiday plus bank holidays per year.
  • Employee Assistance Programme offering free counselling sessions and 24-hour advice and support.
  • Casual dress code.
  • Free and on-site parking.
", "lang_code": "en"}