Customer Service Advisor

Pinnacle Group; United States; Hybrid; USD 28,000 - 36,000; Full time

Benefits offered by this job

Maternity/paternity packages

Flexible Working Arrangements

Life Assurance

Enhanced Pension Scheme

Additional Annual Leave

Private Medical Insurance

Cycle to Work Scheme

Employee Assistance Programme

Retail Discounts

Childcare Assistance

Season Ticket Loans

Sick Pay Schemes

Personal Development Plans

Company Car/Car Allowance

Electric Vehicle Scheme

Job summary

Pinnacle Group is recruiting a Customer Services Advisor for the Homes Team in Speke. You will handle calls, assist with complaints and queries, and ensure repairs are diagnosed and recorded in IT systems.

You will communicate clearly with families to maximise appointment opportunities and coordinate with RAMS for transparency of family circumstances. The role operates on a rotational shift pattern between 7:30am and 9:30pm, with two remote work days and office attendance on Tue/Thu/Fri.

Qualifications

• Strong customer service skills and experience in a customer facing role.
• Clear verbal and written communication abilities.
• Ability to work under pressure and handle multiple inquiries.

Responsibilities

• Handle inbound and outbound calls for repairs, complaints and queries.
• Diagnose and record repairs accurately in IT systems.
• Provide clear communications to families to maximise appointment opportunities.
• Coordinate with RAMS to ensure transparency of family circumstances.
• Keep appointments within target times and drive quick resolution.
• Deliver impeccable service to armed forces families.

Skills

Customer service

Communication

Teamwork

Problem solving

Tools

CRM systems

Job description

Pinnacle Group are looking to recruit a skilled Customer Services Advisor to join our Homes Team based in Speke. In this role, your responsibilities will include handling inbound and outbound calls, providing assistance to customers complaints and/or queries and ensuring accurate diagnosis of repairs. You will ensure all related repairs are diagnosed, recorded accurately and updated where appropriate within the available IT systems.,

• Handling multiple call types to include repairs, general home enquiries and complaint calls ensuring all complaints are diagnosed accurately all complaints logged efficiently and families are provided with an accurate response to their home inquiry.
• Ensure all related repairs are diagnosed, recorded accurately and updated where appropriate within the available IT systems
• Deliver clear communications with every family member to maximise access opportunities where new appointments are created.
• Proactively communicate with both RAMS to ensure transparency of specific family circumstances
• Ensure no appointments are booked beyond the target time for the appointment and also drive speed to aim for a resolution at the earliest opportunity.
• Providing impeccable levels of service to the armed forces families
  The ideal candidate will have excellent communication skills, a friendly demeanor, and the ability to work efficiently under pressure. If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you., Strong customer service skills and at least a years' experience within a customer facing / verbal role
• Able to communicate clearly both verbally and written
• Able to maintain effective working relationships at all levels, and work collaboratively with client and supply chain organisations
• Exceptional telephone manner.
• Successfully completes SC security clearance
  Pinnacle Service Families manages 49,000 military family homes across the UK - one of the largest and most significant contracts within Pinnacle Group. Delivered on behalf of the Defence Infrastructure Organisation (DIO), part of the Ministry of Defence, our work supports service families by providing well-managed services and advocating for their needs in everything we do., Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.
  This is a full-time role operating on a rotational shift pattern between 7:30am and 9:30pm, Monday to Sunday. The rota includes two weekends in every 10 worked, as well as two late shifts in every 10, with a variety of other shifts scheduled in between. The role also offers a hybrid working arrangement, with two days working remote and office attendance required on Tuesdays, Thursdays and Fridays., In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Car/Car Allowance
• Electric Vehicle Scheme