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.

Mansell Recruitment Group

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