Administration

Client Communication Management

✔️ Email Management: Regularly monitor and manage the company’s email inbox, responding to standard queries, forwarding relevant information, and organising emails for better accessibility.

✔️ Live Chat Support: Provide support through the company’s website or social media live chat, handling FAQs and assisting potential customers with scheduling or service information utilising our CRM software that we have developed.

✔️ Phone Calls & Inbound Queries: Handle all inbound calls, messages, and customer inquiries. Ensure prompt, professional responses and escalate complex queries to appropriate team members if needed.

Job Scheduling and Coordination

✔️ Job Assignment: Work closely with the plumbing team to assign and schedule jobs based on availability, skill set, and customer location. Ensure the job management software is updated in real-time.

✔️ Calendar Management: Oversee the company’s daily, weekly, and monthly calendar to optimise technician schedules, minimise travel times, and reduce idle periods.

✔️ Follow-Up Appointments: Schedule follow-up visits for completed jobs when required, ensuring customer satisfaction and job completeness.

Data Entry and Documentation

✔️ Record Keeping: Input all relevant customer and job data into the job management software, keeping records accurate, up-to-date, and accessible for other team members.

✔️ Document Management: Maintain and organise digital records, including customer agreements, job details, and work orders, in a secure and efficient system.

✔️ Compliance Tracking: Ensure that all documentation meets legal and regulatory standards, assisting in audits or inspections when required for example CoC compliances.

Customer Follow-Up and Retention

✔️ Post-Service Follow-Ups: Reach out to customers post-service to thank them, address any lingering questions, and encourage feedback and generating 5 star online reviews rather than send all customers a review link which can damage reputation.

✔️ Customer Satisfaction Surveys: Send out satisfaction surveys and compile feedback to share with management, helping to identify areas for service improvement.

✔️ Retention Initiatives: Identify high-value customers and set up periodic check-ins or loyalty incentives to enhance retention and repeat business.

Billing and Invoicing Assistance

✔️ Invoice Preparation: Prepare invoices promptly after job completion, ensuring that charges are accurate and include all necessary details.

✔️ Payment Follow-Up: Follow up on outstanding invoices, ensuring that clients make timely payments. Offer assistance or reminders to customers who have payment questions.

✔️ Record of Payments: Maintain an organised record of all payments, sending confirmations to clients once payments are received.

Basic Customer Onboarding Support

✔️ New Customer Data Entry: Enter new customer details into the job management system, ensuring that all relevant information is on file from the beginning.

✔️ Welcome Communications: Send welcome emails or information packets to new customers, introducing them to the services and setting expectations for future interactions.

Reporting and Analysis

✔️ Monthly Reports: Provide the owner or manager with reports on customer service metrics, such as response times, completed jobs, and customer satisfaction ratings.

✔️ Efficiency Analysis: Monitor and report on the efficiency of administrative processes, suggesting improvements where bottlenecks or inefficiencies are identified.