Technical Services Agent - Kenilworth, United Kingdom - Renovo

Description

About Us

Renovo is a 24/7 contractor service providing not only out of hours engineers but in-hours too, covering all areas & disciplines.

Renovo was born out of frustration of a perennial industry issue; the availability of quality contractors confirmed by a rise in requests for daytime assistance led us to create Renovo, calling upon our network of multiple trades available 24/7 throughout the UK.

The Role
Reporting into the Technical Services Manager, during a typical days work you will be responsible for:

• Answering all calls appropriately and representing the client in a timely, professional and courteous manner
• Managing jobs sent in from the Customer Services Agent finding/assigning appropriate contractor, arranging and monitoring works, sending completion reports all via online database
• Maintaining a high level of professionalism and working to establish a positive rapport with every caller
• Providing relevant, current and accurate information to client and caller where appropriate
• Recognises and understands where the priority of the call necessitates that it be appropriately transferred to the dedicated Escalation team
• Carrying out administrative work associated with the call and/or followup in an accurate and timely manner
• Work with the Management Team to stay updated on product knowledge, systems and be informed of any changes in company policy
• Carrying out all duties in line with Renovo and client procedures
• Staff may be allocated a variety of call types, clients etc. or may be focused on a subset of these

Knowledge & Experience

• Previous experience in customer service/contact centre or property management related background would be highly beneficial
• Fluency in oral and written English is essential
• Must be a proficient desk top user and able to touch type. Experience in working with Google Chrome, Microsoft packages, in particular MS Outlook, Excel essential and knowledge of MS Teams desirable
• Ability to remain professional and courteous with callers at all times in a fast paced environment
• Be capable of handling complex queries while focusing on driving high levels of customer satisfaction
• Excellent listening skills and possess high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism
• Excellent telephone manner is essential
• Attention to detail is essential, accurately record all contact interactions
• The ability to multitask and navigate between multiple systems with speed and accuracy during your interactions with customers
• Confident computer skills are important
• Driven and motivated to achieve targets

5 Shift Patterns Available

• Shift Pattern 1:_

Monday - Friday: 8:00am - 2:30pm

Total: 30 hours per week

£23,000 - £26,000 pro-rata

• Shift Pattern 2:_

Monday - Friday: 2:00pm - 8:30pm

Total: 30 hours per week

£23,000 - £26,000 pro-rata

• Shift Pattern 3:_

Monday - Thursday: 8:00pm - 1:00am

Friday: 8:00pm - 11:00pm

Total: 23 hours per week

£16.50 p/h

• Shift Pattern 4:_

Saturday - Sunday: 7:00am - 3:00pm

Total: 15 hours per week

£14.00 p/h

• Shift Pattern 5:_

Saturday - Sunday: 11:00am - 7:00pm

Total: 15 hours per week

£14.00 p/h

• Shift Pattern 6:_

Saturday - Sunday: 3:00pm - 11:00pm

Total: 15 hours per week

£14.00 p/h


Expected start date:
June 2023


Job Types:
Part-time, Permanent

Part-time hours: 15-30 per week


Salary:
£10,000.00-£19,000.00 per year


Benefits:

• Onsite parking
• Work from home

Schedule:

• Day shift
• Night shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Kenilworth: reliably commute or plan to relocate before starting work (required)

Experience:

- call centre (preferred)
- customer service (required)

Work Location:
Hybrid remote in Kenilworth