Customer Service Coordinator

Johnson Controls; Crawley; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the maintenance sector is seeking a dedicated individual to manage client interactions and job allocations. The role involves logging maintenance jobs, ensuring timely completion, and providing exceptional customer service. The successful candidate will thrive in a collaborative environment and have opportunities for career development and training.

Benefits

25 paid holidays + Bank Holidays

Comprehensive benefits package

Career development opportunities

Employee discounts

Training on company values

Qualifications

• Previous experience with B2B customer interactions.
• Proficiency in MS Excel and CRM systems.

Responsibilities

• Manage incoming and outgoing calls related to maintenance jobs.
• Log jobs into the CRM system and allocate to engineers.
• Ensure jobs are completed within client SLAs.

Skills

Customer Service

Communication

Adaptability

MS Excel

English

Tools

SimPro

Job description

What you will do

In this role, you will manage both incoming and outgoing calls from clients and engineers related to planned and reactive maintenance jobs. You will be responsible for logging these jobs into the CRM system (SimPro), allocating them to engineers, and ensuring they are completed within the strict client SLAs. Additionally, you will handle submitting client reports, keeping customers informed throughout the job process, and invoicing for completed works. Organizing sub-contractors to attend jobs, raising Purchase Orders and quotes, and ordering parts will also be key responsibilities.

What we offer

• Competitive salary

• 25 paid holidays + Bank Holidays and sick pay

• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

• Extensive product and on the job/cross training opportunities with outstanding resources available

• Encouraging and collaborative team environment

• Career development through various career ladders

• Dedication to safety through our Zero Harm policy

• Access to business resource groups

• Training on our company values

How you will do it

You will utilize the CRM system to manage job entries and track progress, ensuring clear and effective communication with both clients and engineers. Maintaining accurate records and ensuring the timely completion of jobs will be essential. Providing exceptional customer service by keeping clients updated and addressing their needs will be a crucial part of your role. You should be adept at working efficiently under pressure and managing multiple tasks simultaneously

What we look for

Required

• Previous experience dealing with customers (ideally B2B) over the phone and email.

• Good computer skills, including proficiency in MS Excel.

• Clear and articulate telephone manner.

• Strong English skills, both written and verbal.

• Personable and positive personality with the ability to work under pressure.

• Ability to adapt and switch between tasks as needed.

Preferred

• Experience with CRM systems, particularly SimPro.

• Familiarity with invoicing and raising Purchase Orders and quotes.

• Experience in organizing and managing sub-contractors.

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