Job Description
AR Plumbing and Gas Services is looking for a Customer Experience Advisor.
Located in Stafford, this growing family run business has built its reputation by taking pride in looking after its customers with care and attention for over 17 years and is now looking for a superstar to join the existing team to enhance that continued growth and level of service.
Working as a Customer Experience Advocate in our small team you'll be more than just the friendly face and voice of AR Plumbing. You'll be a listener and problem solver. Whether you're helping someone with arranging a simple appointment or aiding them with a breakdown solution or a bathroom or boiler installation, you'll never know what the next challenge will be.
Life in our office can be busy, varied and challenging, so we're a close-knit team. You'll be totally flexible in your approach and comfortable in undertaking a broad range of activities. This means not limiting your time and focus on one particular element of your role.
You'll thrive on the variety this gives you and take satisfaction for operating in a multi-skilled environment. You're the eyes and ears of our business after all. What's not in doubt is that you'll have plenty of support.
What’s involved
· Answering incoming calls, emails, text and WhatsApp messages and any associated outbound communications to answer queries and set up appointments for plumbing and heating services
· Concisely enter service order information into company computer system
· Complete service order billing and payment application, mailing invoices when necessary
· Create / Update Customer accounts as necessary
· Liaising with engineers to enable professional speedy solutions
· Liaising with suppliers for quotes and component availability
· Building customer relationships and finding solutions
· Cover other team members admin duties during breaks, lunches, days off
· Other duties deemed necessary by management to promote customer satisfaction and growth
What you need to bring:
· Proven ability to deliver outstanding customer service either from a face to face or a telephony background (experience within the Plumbing, Heating or construction industry is advantageous)
· The ability to communicate effectively with customers to truly understand their needs
· A real desire to go above-and-beyond to deliver the best Customer Experience
· Effective team working skills with a flexible, positive, can-do approach to work
· A solutions-based flexible approach with the ability to meticulously plan and prioritise work to meet job needs and react to changes in circumstances on short notice.
· Effective written and oral communication
· Experience with, Microsoft Excel, Word, Outlook and the ability to learn & adapt to in house software
· A willingness and ability to grow, adapt and change to help in a team environment.
Key skills and innovative attributes
· Accountability
· Commercial awareness
· Team Working/Collaboration
· Initiative (i.e. suggest ways to improve the customer experience)
· Solution focussed, and resolution driven
· Confident in liaising with all colleagues to meet customer requirements
What else you need to know.
In this full-time office-based role, you'll be working 37.5 hours between Monday to Friday across the hours of 8:00am – 5:30pm.
The location for the position will be office based in Stafford with parking provided
Written applications via indeed only.
Job Type: Full-time
Salary: £23,000.00-£28,000.00 per year
Benefits:
- Company pension
- On-site parking
Schedule:
Work Location: In person
Expected start date: 01/04/2023
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