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Customer Service Representative

1 month ago

Warrington, Warrington, United Kingdom Crown Full time

Job Title: Customer Care Representative

Job Summary:

Crown is seeking a highly skilled Customer Care Representative to join our UK Service Team. As a key member of our team, you will be responsible for delivering exceptional customer service, achieving monthly targets, and maintaining accurate maintenance records.

Key Responsibilities:

Customer Care:

  • Build strong relationships with customers, providing regular updates on open work orders.
  • Ensure customer SLAs are met, and report any non-compliance issues to management.

Service Call Intake & Dispatch:

  • Receive and process service repair and maintenance requests from customers.
  • Manage open work orders, ensuring timely completion and customer satisfaction.

Clocking Validation:

  • Review and validate technician time clocking reports, making adjustments as necessary.

Invoicing:

  • Verify labour and part items on work orders, generating accurate invoices.

PM Agreements:

  • Enter PM agreements into our in-house software for scheduling and updates.

Estimates:

  • Review and communicate with customers on outstanding estimates, ensuring timely resolution.

Invoice Queries:

  • Resolve invoice queries within our 5-day handling time.

Person Specification:

Essential Skills:

  • High level of customer care and administrative experience.
  • Excellent communication and IT skills, with a strong telephone manner.
  • Attention to detail, organisational skills, and ability to prioritise workload.
  • Fully IT literate, with a good knowledge of Word and Excel.

Desirable Skills:

  • Experience in a similar role, with a strong understanding of our in-house software.

Working Environment:

Crown is a dynamic and fast-paced environment, requiring strong teamwork and initiative. If you are a motivated and customer-focused individual, we encourage you to apply for this exciting opportunity.