If you're an enthusiastic customer focused professional with strong organisational and communication skills and willing to learn and develop, this is a brilliant opportunity to take your next step with KellyRAC. With over 30 years leading the way in HVAC service and installation we are looking for a service desk administrator to join our team. You will be responsible for day to day customer service engagement, as well as assisting in attaining maximum utilisation of mobile technical resources through daily dispatch of service requests. You will be the primary first contact via phone and email with clients.
Essential Duties and Responsibilities:
The Service Desk administrator position is a key contributor of ensuring client satisfaction. This is achieved by proper assignment and managing of service requests and helping in managing client expectations.
· Act as the initial single point of contact to the customer for all types of service requests.
· Coordination of all service engineers to ensure maximum utilisation of billable resources.
· Pre-process service requests as they arrive through email, manual entry, or direct customer input.
· Assign customers calls, schedule on-site appointments,
· Schedule field technical resources.
· Monitor resource schedules to ensure prompt time entry on service requests.
· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
· Watch deadlines on calls and ensure they are met.
· Work with engineers to ensure accurate time entry and efficient work practices.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
· Ability to clearly document information within our system and documentation system real-time
· Ability to work on multiple priorities and/or tasks simultaneously.
· Excellent listening and communications skills, both verbal and written.
· Strong customer relationship skills.
· Organised, detail oriented and self-motivated.
· Strong computer skills and the ability to effectively communicate through e-mail and Teams
· Knowledge and hands-on experience of Microsoft Office applications i.e. Excel, Word
· Basic problem-solving abilities and ability to meet reasonable deadlines.
· Ability to build positive and collaborative relationships.
· Willingness to develop professionally.
· Pragmatic and hands-on approach
· Ability to work with little supervision and manage an engineer team.
Expected Outcomes:
· Improve customer service, perception, and satisfaction
· Quickly respond to customer requests
· Ability to work in a team and communicate effectively Improve usage and increase productivity of engineer team
· Effective management of the service calls SLA's
· Clear and relevant reporting to service team
· This position will be graded on the thoroughness of the information you obtain from the client, feedback from the technical support team, satisfaction of our clients and KPI reporting.
Educational/Vocational/Previous Experience Recommendations:
· 2+ years experience in Customer Service environment essential
· Experience in CMMS Software solutions.
Job Type: Full-time
Job Types: Full-time, Permanent
Pay: €35,000.00-€38,000.00 per year
Benefits:
* Company events
* On-site parking
Work Location: In person