At HRV we believe everyone should love the feeling of coming home. In fact, since we started in 2003, we've helped over 500,000 Kiwis love the feeling of coming back to a warm, dry home. We provide whole home solutions, covering Ventilation, Water Filtration, Heat Pumps and Air Conditioning. Since 2017 we have been part of Vector Limited, so you know you have the backing of one of New Zealand's largest companies.  People with the right spark give us the power to achieve our vision of delighting our customers with comfortable, energy-efficient homes.

About the role:

Based in Onehunga, our passionate and motivated Auckland team have an opportunity for an Customer Service Administrator - Operations (Heat Pump & Ventilation) to join our high performing team.

Reporting to the Auckland Operations Manager, You will be accountable for leading a team of Customer Service Technicians, coordinating workflow, including managing team diaries and job allocation; running toolbox meetings to keep your team informed and safe; conducting on-the-job training to keep your team’s knowledge and skills current, and driving a customer-centric culture to achieve positive NPS outcomes.

You will be managing the process from initial customer query, helping resolve faults and issues, to ordering products, right through to booking in the repairs. Heat Pump knowledge would be an advantage, to help identify client’s needs, and been able to explain HVAC services to meet their requirements.  Experience with Excel and Outlook is required as you will be managing technicians’ diaries and creating reports. 

Who we are looking for:

You’re able to demonstrate excellent administrative skills while working in a consistent, organised, and timely manner.  It goes without saying that you’ll have fantastic communication skills, both written and verbal, excellent data entry skills, and the ability to build relationships across all levels of the business and with a wide variety of customers. You will be the first point of contact for customers, so a professional, friendly, patient approach combined with keeping calm under pressure is a must.

This is a dynamic and fast paced role, where you will showcase your leadership skills by guiding, motivating, and coaching your team to provide great customer service and efficient outcomes. You will have a proactive eye for detail, identifying opportunities to enhance our customer experience and solve problems as they arise.

To succeed in this role, we’re looking for someone with:

• Administrative experience in similar or like role
• Experience in leading a team as a team leader or senior role 
• Knowledge of HVAC preferred
• Excellent communication and relationship building skills
• An empathetic and positive nature
• Excellent Customer Service
• A commitment to health and safety
• Able to prioritise.
• Initiative, able to develop solutions and problem solve
• Good knowledge of Microsoft Office, Outlook, word and Excel

What we can offer you:

We also offer ongoing support and professional development. In addition, our Industry leading brands like Mitsubishi and Panasonic provide full technical training. 

You will join a company with strong ethics and values who genuinely cares about their people and a supportive team environment with a positive and inclusive culture. We like to celebrate success and have some fun. Many of the team have been with the business for some time, adding to a stable and enjoyable team environment.

We also offer a great range of benefits including:

• Paid Birthday Leave – take the day off on us!
• Employee Assistance Programme
• Employee Recognition Programme (referral scheme and annual awards)
• HRV Employee Discount off CAIL products
• Staff discounts on a range of great brands (Noel Leeming, Place Makers, Repco, Torpedo 7, Pita Pit, The Coffee Club and many more)
• Become a ParaPartner and purchase direct from Panasonic at Friends and Family pricing.

HRV engages a workforce made up of individuals with diverse skills, values, backgrounds and experiences. HRV respects and values people who are different from each other, including gender, ethnicity, disability, age, sexual orientation, race and religion. We welcome applications from all individuals.

Please note, all applicants must have the legal right to work and live in New Zealand. Successful candidates will be required to undergo a preemployment drug and alcohol test and relevant background checks.

To learn more about us visit www.hrv.co.nz