US Operations Agent – US hours

  • Quartix Limited, Newtown, Powys

Job purpose

This role will focus on the whole life cycle of a unit from the confirmation of the sale through to the installation by InstallerNet or one of our subcontracted installers, finishing with the processing of the job closedown details and setup of the system ready for the customer to use.

This role will be based with the US Offshore team and will have close links with Systems Support and Sales.


  • Process all installations requests (for new installs/upgrades, unit moves, removal and reinstalls, Service calls), from the installations mailbox.
  • Liase with customers and obtain their installation requirements (for new installs, unit moves, removal and reinstalls, service calls), inform customer their order will be handed over to InstallerNet
  • Add installation request to ICE Platform for InstallerNet to process
  • Create Installation Purchase Orders for installers, including vehicle registrations, vehicle makes and any specific instructions
  • Record relevant additional information on the appointment diary
  • Record relevant communication information with customer on CRM system, especially any customer specific requirements
  • Follow up appointments (for new installs/upgrades, unit moves, removal and reinstalls, service calls), on ICE Platform with InstallerNet and ensure appointments are changed to booked and service delivered in line with Quartix standards
  • Record relevant communication information with customer on CRM systems, especially any customer specific requirements.
  • Update Sales Forecast with installation dates and tick when completed
  • Ensure ICE platform is kept in sync with orders or appointment changes
  • Setup new customers on QEdit at the point of unit shipment
  • Process appointment close downs from ICE and other 3rd party installers
  • Complete post processing setup of customers vehicles
  • Have detailed knowledge of all Systems Support processes in order to provide cover
  • Check data post close down to make sure everything is okay and then release login details to the customer

The role

  • Maintain and develop relationships with customers
  • Maintain and develop relationships with installers and InstallerNet
  • Maintain and develop relationships with other Quartix departments
  • Ensure team members are supported in order to offer the best turn around on change requests to our customers
  • Develop ideas and put forward to the Head of Support/Head of Operations for improved database and system processes
  • Any additional tasks as deemed necessary by the Company directors or Management team
  • Ensure that completed appointments are closed down as efficiently as possible with the highest level of accuracy
  • To complete system changes for the customers in a timely manner
  • To uphold the values of the company and comply with all company policies

About you

  • Clear and concise written and spoken communication skills
  • Ability to present written information in a structured and balanced way appropriate to the needs of the reader
  • Attention to detail
  • Excellent customer service skills
  • Exceptional telephone manner
  • Minimum of 2 years’ experience in a customer service role supporting customers via phone and e-mail
  • Good IT skills, which must include use of Excel, Outlook and other Microsoft packages
  • Knowledge of Salesforce – Service Cloud, would be a benefit but not a requirement
  • Ability to work under pressure and to a reporting timetable
  • Excellent time keeping
  • Calm and measured temperament
  • Be a good team worker demonstrating loyalty and commitment to the organisation and team member


Need to speak to one of our experts?