Call every customer who submits a Home Visit request promptly and reliablyAsk structured questions about item type, age, quantity, condition and known historyConfirm appointment date, time and address using the internal platformSet honest customer expectations about Home Visits without providing an actual phone valuationPrepare and send triage summaries to visiting buyersManage and organise the Home Visit booking pipeline and diaryChase incomplete forms and prevent double-bookings or gapsRework diaries to accommodate customers and high-priority visitsHandle reschedules and cancellationsFlag potentially high-value or unusual items to senior buyersIdentify booking and qualification patterns and feed insights back to improve the process
Requirements
- Proven track record in a customer service role
- Excellent communication skills with the ability to build rapport quickly
- Demonstrable experience managing ever changing diaries
- Experience working with a CRM or booking system
- Genuine, broad interest in antiques, vintage items or collectibles
- Working knowledge across categories such as jewellery, watches, silver, militaria and general antiques
- Ability to make outbound calls for most of the day
- Ability to ask sensible questions and identify promising leads
- Strong organiser skills for managing a live diary and booking pipeline
- Warm, clear phone manner
- Comfortable logging clear, structured notes in a CRM or booking system
Core Competencies
Demonstrates strong customer service skills with a focus on effective communication and relationship building. Proficient in managing booking systems and diaries while maintaining organization and attention to detail.
Highest-signal resume keywords
- Customer Service Experience
- CRM or Booking System Proficiency
- Diary Management
- Excellent Communication Skills
- Interest in Antiques and Collectibles
Hard Skills
- Diary Management
- CRM Proficiency
- Structured Questioning
- Triage Summary PreparationBooking Pipeline Management
Soft Skills
- Excellent Communication
- Organizational Skills
- Rapport Building
- Warm Phone Manner
Industry Keywords
- Antiques
- Vintage Items
- Collectibles
- Jewellery
- Watches
- Silver
- Militaria
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