Customer Service Coordinator

Johnson Controls, Inc.; Liverpool City Region; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Customer Service Coordinator to manage the scheduling of service visits and provide excellent customer service. The role involves coordinating with engineers and ensuring documentation for services is handled efficiently. Candidates should have strong communication and organizational skills, with experience in a customer-facing environment.

Benefits

Competitive salary

Comprehensive benefits: pension, life assurance

Employee assistance and referral scheme

Discounts on products

Extensive training opportunities

Collaborative team environment

Career development ladders

Zero Harm safety policy

Business resource groups access

Qualifications

• Customer service experience required.
• Exceptional communication skills essential.
• Experience in a high-pressure service environment preferred.

Responsibilities

• Schedule planned maintenance and reactive works for engineers.
• Provide first class customer service via phone and email.
• Complete permits and documentation for service scheduling.

Skills

Customer Service skills and experience

Outstanding written and verbal skills

Ability to multi-task

Computer proficiency

Attention to detail

Decision making

Problem-solving skills

Organizational skills

Tools

GANT based planning/dispatch software

Job description

What you will do

As a Customer Service Coordinator, you will be responsible for scheduling routine service visits, dispatching callouts, managing the engineers’ diaries, completing permits and fulfilling paperwork requests amongst a number of other responsibilities.

What We Offer

• Competitive salary

• Comprehensive benefits: pension, life assurance, employee assistance, referral scheme, discounts, cycle to work scheme, and Johnson Controls product discounts

• Extensive training opportunities

• Collaborative team environment

• Career development ladders

• Zero Harm safety policy

• Business resource groups access

How you will do it

• Schedule planned maintenance and reactive works for a team of engineers

• Complete relevant documents such as permits to ensure works go ahead as planned

• Work on multiple customer portals

• Be a point of contact for dedicated National customers

• Manage the diaries including re-scheduling works to cover engineer absences or emergency works

• Provide first class customer service via phone and email for planning and admin queries for both internal and external customers

• Work with the relevant Service managers to utilize the engineers as productively as possible

• Work with other departments such as Sales, Billing, The Facilities Management Helpdesk and the Subcontractor team to help deliver the high level of customer service expected by our customers

• Report to the Planning team manager and mentors to help ensure individual and team KPIs are met

What we look for

Required

• Customer Service skills and experience

• Outstanding written and verbal skills

• Ability to multi-task and work well in a high-pressured environment

• Computer proficiency with the ability to handle multiple PC applications at once

• A strong sense of urgency, the ability to follow-through and have attention to detail

• Excellent decision making and problem-solving skills

• Good organizational skills

Preferred

• Experience in using GANT based planning/dispatch software is desired

• Previous planning / scheduling experience in a service role is desired

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