Job Description
Customer Experience Representative
Job Overview:
As a key member of the service administration team, you will play a vital role in ensuring an exceptional ownership experience for our customers. Your primary focus will be on commercial operations, customer engagement, and administrative support.
Key Responsibilities:
Commercial Focus:
* Serve as the primary customer support contact within your designated territory, driving business growth and enhancing customer relationships.
* Identify opportunities to recover lost business and penetrate competitor accounts.
* Build and maintain strong relationships with customers, gaining industry insights to act as a trusted advisor and promote appropriate service products.
* Manage contract renewals by understanding customers' evolving needs and fostering year-over-year contract growth.
* Engage with warranty customers early to inform them of ongoing support options and associated costs, aligning with their budget cycles.
* Increase the number of service contracts by encouraging ‘book and bill’ customers to transition to contract-based service agreements.
* Work towards achieving Annual Operating Plan (AOP) targets by understanding financial objectives and contributing to revenue and margin growth.
* Develop a comprehensive understanding of service products.
* Lead specific projects and present updates during monthly meetings.
* Mentor junior or less experienced team members.
Administrative Responsibilities:
* Serve as the first point of contact for customer inquiries via phone, email, or other channels, ensuring efficient job request processing.
* Relay customer service requests to the Field Service Team, maintaining high customer satisfaction levels.
* Generate manual quotations for non-contract service visits, following up to convert offers into renewable contract options.
* Set up new installations within the service system and prepare necessary documentation for the service team.
* Manage contract renewals, ensuring timely processing and completion.
* Provide coverage for the Administrative Business Partner during their absence.
* Oversee the Extracare inbox and manage incoming inquiries.
* Ensure continuous coverage of the main service phone line by directing and managing call diversions appropriately.
* Handle documentation related to NDAs, accreditations, and other agreements, coordinating with legal experts as needed.
Qualifications & Experience:
* High school diploma or equivalent; an office-based apprenticeship is preferred.
* Additional business or professional training/qualifications are advantageous.
* Minimum of 4 years of relevant aftersales experience in customer service or a similar role.
This role requires a proactive, customer-focused individual with excellent communication and organizational skills. If you are passionate about enhancing the customer experience and driving business success, we encourage you to apply.