Service Center Agent in Selkirk
WORKING WITH CIRCET Circet Ireland & UK (Formerly KN Group) have built an ever-growing portfolio of specialist services. We are leading providers to the Telecommunications, Transport Infrastructure and Power Sectors in Ireland and the UK. We are driven to be innovative and proactive in delivering solutions that meet our client’s expectations while not losing sight of their changing requirements. With over 4000 employees across Ireland & UK we continue to bring people together to make this happen.
THE ROLE
The role of Service center agent is responsible for ensuring that the company completes as many jobs successfully daily as possible, helping to reach our completion rate targets then closing jobs down to allow us to bill the clients accurately. Reporting directly to a SC Team Manager, the SCA will communicate regularly with our customers, client contact centers engineers and AOOs throughout the UK via both inbound and outbound service calls.
KEY DUTIES AND RESPONSIBILITIES:
-The SCA team will be allocated to a Region via our CRM and will be responsible for all engineers within this Region through various processes such as Start My Day, Timeslot Adherence, Engineer Utilisation and End My Day.
- They will review all jobs complete by their engineers to ensure the forms match the action undertaken on site, that all stock is recorded and that notes and signatures are captured. If any information is missing, they will liaise with the engineer to capture this.
- SCA will also react to issues as they arise and take corrective action, this might include updates to customers or escalation to AOO’s.
- Finally, to ensure we are delivering outstanding customer service we will call customers after their appointment to check our quality of work.
- Deliver outstanding customer service to our clients
QUALIFICATIONS, KNOWLEDGE, AND SKILLS REQUIRED
- Ability to provide Full training will be supplied on all company systems
- Deliver outstanding customer service to our clients
- Provide key support to our engineers and AOO’s
- Manage engineer’s day efficiently
- Multi-task over multiple phone lines and juggle this with admin work
- Proactively update customers and engineers when issues are identified
- Answer queries over multiple channels; webchat; e-mail; phone
- Have good attention to detail when checking forms associated to each job
-Take ownership of the tasks allocated to them daily, escalating problems where necessary
- Ensure any failed appointments are utilised as top up’s, keeping our failures below target
- Dynamically move workload between engineers in the team
- Call customers post visit to determine