Scheduling & Customer Service Agent

Are you passionate about helping others and going the extra mile? If so, come join our Team here at HomeSecure. We have an exciting opportunity for the right candidate to join our Scheduling team and then progress to our Customer Service team.

For your first 3 to 4 months as a Scheduling Co-Ordinator, you will be responsible for managing and coordinating the scheduling of alarm system installations for field engineers. This role is essential to ensuring seamless operations by accurately booking appointments, optimizing engineers' schedules, and maintaining clear communication with both customers and installation teams. The ideal candidate will contribute to operational efficiency and customer satisfaction by ensuring timely, accurate job bookings and supporting the smooth execution of each installation project.

After your initial 3/4 months you will transition into the role of Customer Service Agent. In this role you will be responsible for communicating with our customers by phone via inbound and outbound calls, email and chat, taking full ownership of any query and resolve it for our customers. The ideal candidate will actively listen to our customers and anticipate their needs with empathy whilst remaining focused on achieving their individual and the departmental KPI's.

Full training will be provided for both roles.

This vacancy is a Full Time Permanent Contract

Salary potential €31,730 a year (OTE) – €27,592 + Bonus

This vacancy is an onsite position in HomeSecure HQ in Sandyford.

Working in our Operations Scheduling & Customer Service team, you will:

• Handle both inbound and outbound calls, providing excellent customer service.
• Efficiently schedule daily jobs for engineers, optimizing routes to maximize efficiency and meeting key performance targets.
• Continuously assist in the optimization of routing and service delivery processes.
• Effectively escalate and resolve account queries with a solution-oriented approach and a focus on customer satisfaction.
• Actively listen to customers, demonstrating empathy, and working collaboratively to address their needs.
• Accurately input data into our systems, manage customer accounts, process payments, and support the administrative side of operations.
• Coordinate seamlessly with other departments to ensure smooth operational flow.
• Maintain a strong focus on achieving individual KPIs and strive to continuously improve your performance.

The Right Candidate for this position will be: ·

• Fluent in English: Proficient in both spoken and written communication.
• Systems Proficiency: Experienced in using a variety of systems, including CRM platforms, with a strong ability to adapt to new technologies.
• Customer Service Experience: At least 2 years of experience in customer-facing roles, handling inquiries via both phone and digital platforms.
• Adaptability in Fast-Paced Environments: Ability to thrive in a dynamic, target-driven environment while maintaining a high standard of performance.
• Excel Skills: Strong working knowledge of Excel, with the ability to manage and analyse data effectively.

Benefits:

• Commission for upselling (Part of Customer Service role only)
• Annual Company Pay Reviews
• Annual Leave: 21 days, increasing with the length of service
• Free Car Parking
• Monthly staff updates and breakfast
• Free coffee and fruit drops weekly
• Great Company social events twice annually
• Quarterly Team events and social outings
• Excellent career progression opportunities in a growing company with strong market growth
• High Employee Engagement scores with staff surveys every 8 months

This is an excellent opportunity to join a growing, customer-focused organization. Apply today and take the next step towards an exciting career at HomeSecure!

Ref: INDCS