SERVICE CONTROLLER – Rentokil Initial Guyana Limited.

DESCRIPTION

To plan service work in iCABS to ensure that agreed targets (e.g. arrears, productivity, and non-productive time) are met and process all relevant paperwork.

Liaison with the sales team in order effectively arrange the scheduling of jobs and discuss the information on survey reports.

To assist as a point of contact for service, sales personnel and customers

REQUIREMENTS

Associate Degree

Computer Literate – Ability to utilize full Google Docs and or Microsoft Office.

Quick Learner

Customer Service Experience

RESPONSIBILITIES

Produce a weekly programme of work for each of the service personnel using iCABS planning. These programmes should be structured in such a way that the service weekly forecast is met, the productivity of the service force is kept at a maximum and the service vehicles are used efficiently.

All weekly iCABS programs must be agreed by supervisors and approved by Service Manager as applicable.

Check and input time sheet details onto iCABS wherever applicable. The systems should be regularly checked to ensure correct entry of time sheets and to guard against duplicate entries.

A service weekly forecast should be prepared in conjunction with the Service Supervisor and Operations Manager.

Forward any issues raised by technicians or customers where applicable to supervisors to be dealt with immediately.

Cancellations must be addressed same day and re-booked by the following working day.

Customer Complaints must be addressed with the customer immediately upon receipt of the complaint and arrangements made to have the matter rectified within 24 to 48hrs (follow the customer complaint guidelines)

Address customer service related queries in an efficient manner. This type of contact must be logged in CCM. Response or contact to customers should be made with 24 hours (working days).

Ensure that all service reports/certificates of conformity for all service visits are obtained via Service Trac. Verify that completed service proofs and all other records are done correctly and at the proper time.

Ensure all completed visits (Contract and Job) are updated into iCABS by the last working day of the month. Identify any visits/contracts that require crediting.

File all accompanying service report slips for easy recall and reference.

Ensure that all iCAB’s actions are completed within the required timescale. Ensure iCABS information is updated, verify service technician(s) notes on service reports against iCABs information. Raise any discrepancies with the Supervisor for correction.

Raise all expiration of contracts / jobs a minimum of two weeks before, to ensure steps are taken to address with the customer.

Handle customer’s requests for call outs, the blockage service and any other type of call out. Ensure that the work is programmed in a way that meets the customer’s expectations and minimises the effect on the achievement of the targets set in the service weekly forecast.

Forward any sales enquiries directly the sales team via CCM ticket and follow up via email, phone call or text message.

Handle any incoming calls as required.

Assist Supervisor to arrange labor to cover work. Ensure that the work is programmed in a way that meets the customer’s expectations and minimizes the effect on the achievement of the targets set in the service weekly forecast.

Compile service reports and any other reporting material required by the Accounts Department.

Prior to month end, ensure that the charging arrangements are correct for all, emergency calls, special work or jobs etc.

Complete all service monitoring required for work carried out the behalf of Rentokil Initial Services.

Ensure copies of hazard assessments and work details are provided to service personnel before they commence work on a customer’s premise.

Complete additional task as required in support of the business.

REMUNERATION

Medical Plan

Pension Plan

Incentive Rewards.