Heat Merchants supplies a comprehensive portfolio of heating, plumbing and renewable energy solutions for both domestic and commercial projects. Through our national network of 30 branches and our central distribution hub based in Athlone we always strive to ensure faster, more efficient customer service.

Our focus on efficiency in all our operations has resulted in a strong business and allows us to offer the best value and service in the industry and we are committed to continuously developing both our product range and the expertise we can provide.

Heat Merchants currently have an excellent opportunity for a Customer Support Centre Assistant to join the team at their Business Support Office in Athlone, Co Westmeath. The successful candidate will be a central point of contact for internal and external customers. The CSC provides support on product, pricing, aftersales, key sales/service offerings, and general queries.

 

COMPANY BENEFITS:

• Attractive remuneration package
• Bonus Scheme (Performance related)
• Employer Contribution to pension scheme
• Company Sick Pay Benefit scheme
• EAP (Employee Assistance Programme)
• Wellness Initiatives
• Life cover
• Store discounts
• Further education support
• Training & Development
• Career Progression 

JOB SPECIFICATION

Key Responsibilities:

• Process commissioning warranty appointment calls, logging requests on the scheduling tool and coordinating with Service Engineer colleagues.
• Manage all inbound telephone/online customer enquiries – products, pricing, stock availability & order processing.
• Complete professional outbound calls relating to new accounts and campaign initiatives.
• Update and maintain the CRM system including carrying out analysis and reporting to support sales activity.
• Co-ordinate membership of the Tubs & Tiles Customer Reward Programme including monthly reporting.
• Co -ordinate Tubs & Tiles Home Delivery Survey reporting & follow up.
• Provide administrative support for Heat Merchants training events.
• Provide periodical telephone support to other departments including overflow branch calls and key account leave cover.
• Administer eCommerce registrations and provide introductory guidance on website content & access.
• Adherence to Health, Safety and Environmental rules and regulations.
• Any other duties as reasonably requested by management that are within your capability to perform.

Please note that the above list is not intended to capture every detail of your role but the main areas of responsibility.

PERSON SPECIFICATION

The following criteria will be used in the selection process. Only those applicants who meet the essential criteria will be shortlisted for interview. The Company reserves the right to initially shortlist those candidates who meet both essential and desirable criteria.

Essential:

• Previous relevant experience gained in a busy administration role and able to demonstrate strong administration skills.
• Experienced and proficient user of MS Office, particularly Excel (V Look Up, Pivots, Data Management & Charts)
• Possess a customer service and sales focused approach to work.
• Strong analytical skills and excellent attention to detail
• Excellent communication and interpersonal skills with a professional telephone manner
• Ability to work on own initiative.

Desirable:

• Previous experience in a similar role within the heating and plumbing industry
• Previous experience in telephone sales and / or customer service

Additional Information:

Interested applicants should send their up-to-date CV and a cover letter clearly outlining how they meet the requirements of the role through this website.

 

Company Values:

All our people are encouraged to live and breathe our core values, which means taking care of and being responsible for the safety, health and wellbeing of their colleagues and working together to provide exceptional service to our customers. It also means being part of a culture in which we nurture potential so that of others can be fully reached. We achieve this by always treating everyone with fairness and respect whilst working to have a positive impact on the communities we serve.

 

Heat Merchants Group is an Equal Opportunity Employer