To optimise the quality, productivity, and success of our Narellan Pools after care service by providing efficient and professional administration and management of our client service and warranty department technician scheduling. We are so confident in our product we offer a lifetime guarantee; this role is key in bringing professionalism and support to our client aftercare. Liaise with our Narellan Pools Franchisees, internal team, external contractors, and our clients, to achieve positive outcomes for all client service and warranty requests.
Key responsibilities
- Coordinate the technician booking workflow - including clear and comprehensive communications, systems updates, document management, and coordinating relevant stakeholders in relation to service and warranty booking requests
- Liaise with the Technical Services Manager for scheduling and internal/external technician support
- Coordinate the schedule for Service Technicians and external contractors to attend service and warranty job assessments and/or repairs
- Write and prepare correspondence and communications to Narellan Pools clients, technicians, and Franchisees
- Ensure up to date and continuous management and maintenance of the email, account and filing system
- Ensure up to date and continuous management and maintenance of the Zoho Desk platform to ensure it contains all relevant information relating to each service and warranty ticket
- Keep in regular communications with all relevant parties involved in each service and warranty request throughout the end-to-end booking workflow
- Provide comprehensive weekly reporting on the status of the technician schedules
About you
- A minimum of 3 years' experience in a similar scheduling role that includes liaising with both internal and external stakeholders
- Demonstrated exceptional communication, organisational, and problem-solving skills
- Strong relationship building skills
- Outstanding organisational, written, and oral communication skills
- Focused and methodical - a high level of attention to detail with a relentless approach to getting things right
- Ability to multi-task with the capacity to thrive in a pressure environment
- The drive, experience, emotional intelligence, and diplomacy to deal effectively and respectfully with clients, franchisees, and other stakeholders
You will enjoy
- A supportive coaching environment
- Tools of trade including a company laptop, headsets and associated hardware
- Access to our Employee Assistance Program
- A hybrid environment, including every Friday work from home
- Opportunities for career growth
Join an established company with strong growth. Narellan Pools is part of the Latham Group, the largest pool manufacturer across North America, Australia and New Zealand.
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