Customer Service Representatives communicate with customers and are often the ?voice? of their company in that role. They field inbound calls and make outbound calls, use the work management system to create and allocate jobs to contractors, they create quotations, communicate to contractors and to customers, help answer questions, and solve customer problems, often on a wide array of topics. They are essential to ensure overall customer satisfaction.
Responsibilities:
Effectively capture all required information relating to a customer/job and create new jobs in the
Tree Manager work management software system
Update/make changes to existing jobs in TM
Search existing jobs in Tree Manager and provide information to clients including status of scheduled jobs, pricing information, amend existing jobs
Effectively use Tree Manager to:
Set up new jobs
Allocate jobs to potential service providers,
Check service provider costings,
Complete the quotation template to price jobs and then send to clients,
Update the status of jobs and send communications to clients,
Complete customer surveys and complete the invoicing process
Search for jobs and status of jobs and provide thorough updates to customers
Make outbound calls to clients including:
Provide updates on the progress of current jobs
Gain additional information required to improve the accuracy of quotes or work allocation
Quote conversion:
seek approval for quotes to proceed
Make outbound calls to Tree Partners to:
Gain estimated time of arrival (ETA) for jobs (e.g., site assessments or scheduled work on
site)Provide information to the Tree Partners on specific client requirements
Follow up allocated jobs to ensure they are scheduled in and/or costing from tree partners are
Received back in a timely manner
Manage and input Tree Partner compliance documents such as licenses and induction information, into Tree Manager
Input and update information into various client website portal sites with information relating to the status of Enviro orders
Identify issues that require escalation to Team Leader or Enviro Management
Review and complete Tasks allocated within the Tree Manager management system
Perform administration related tasks across all areas of the business
Skills and experience
5 years or greater customer care centre experience servicing a similar trade business including all facets as above
Demonstrated experience using customer work management systems
Demonstrated experience using call center phone systems
Demonstrated experience making proactive phone calls to a range of stakeholders including customers and trade service providers
Experience working 7-day rotating shift work including 24 hr shifts
Very engaging, as well as being meticulous, thorough and hard working
Personal attributes
Ability to stay calm when customers are stressed or upset
Able to work 7-day rotating shifts and potentially 24 hr shift roster
Outstanding English communication skills - both written and verbal
Able to take feedback and continuously improve own knowledge and experience
Able to effectively understand customer requirements and ensure those requirements are transferred to instructions to Tree Partners
Why work with Delonix?
Paid Leaves
Health Insurance