Client Service Representative

trane technologies • Roanoke, VA

10d • $52,377 - $76,195 • Hybrid

About The Position

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world. Learn about our benefits designed for you to Thrive at work and at home. We boldly go.
Where is the work:
Prioritize engaging with customers. When not directly interacting with customers; collaborate with colleagues in your office.
Job Summary:
Delivers positive customer service experience and sales solutions to our customers while meeting financial and business goals and objectives. Provides customer support and ensures customer satisfaction goals are achieved. Supervises account management activities of account team members of assigned service accounts. Oversees customer contract renewal, expansion, improving customer satisfaction and ensuring contractual obligations are achieved. Identifies opportunities for growth and sales in assigned customer portfolio by making sales, obtaining order or contracts for services. Collaborates with cross-functional teams including billing and sales. Works with account team(s) to develop innovative solutions that provide a profitable, measurable, and repeatable value. This position includes customer support and sales activities at client’s facilities.

Requirements

• Customer service experience is a plus.
• Must be able to handle high-stress situations.
• Must be able to communicate effectively in person, by phone and through written communication.
• Must be proficient with use of the telephone and voice mail, the computer, and other office equipment.
• Proficient in Microsoft Office applications, particularly Excel and Word, in addition to Salesforce exposure.
• Mathematical Aptitude
• Must have a valid driver’s license and reliable means of transportation.
• Able to work extended hours on occasions when required.

Responsibilities

• Responsible for customer satisfaction, retention, and growth for assigned portfolio.
• Drives the account management process for assigned portfolio, which includes development of customer account profiles, account strategies, service delivery plan and customer budget planning.
• Responsible for responding within 24-hours to all customer inquiries and concerns.
• Identifies and communicates issues, business goals and objectives to the account team(s) and leadership on all assigned accounts.
• Visit customers’ sites to ensure assigned work is being executed properly, identifying sales opportunities, and communicating with the customer.
• Responsible for working with the Service Resource Coordinators to ensure the technician’s schedules and parts/materials are in place to deliver company profits and meet the customer obligations on assigned portfolio.
• Responsible for T & M and Quoted Job pull-through opportunities, collaborating with the account manager and the estimating team on the proposals and delivering proposals to the customer in a time to meet their needs.
• Responsible for customer Accounts Receivable communication and follow-up.
• Responsible for collaboration and follow up on sales leads and quick quotes.
• Responsible for service agreement renewal activity with customer directly, managing the booking process and achieving monthly targets.
• Responsible to review the financial performance of all assigned accounts on monthly basis and provide a correction plan for poor performing service agreements.
• Provides a weekly activity plan to the Client Service Team Leader
• Attends sales and customer support development trainings.
• Attends sales meetings.
• Prioritizes workload and customer requests to ensure a positive customer experience.
• Establishes and maintains effective internal working relationships with co-workers, supervisors etc. along with external customers.
• Prepares reports/correspondence and maintains files.
• Schedules, participates and/or leads meetings, and project team activities.
• Communicate and liaise verbally, in writing, and in person with external and internal stakeholders. For example: customers/suppliers/visitors/enquirers and relevant staff. Provide accurate information in timely manner.
• Maintain consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role. Attends training to develop relevant knowledge, techniques, and skills.
• Adheres to health and safety policy, and other requirements relating to care of equipment.
• Other responsibilities as required.

Benefits

• health insurance
• holistic wellness programs that include generous incentives
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.
• Educational and training opportunities through company programs along with tuition assistance and student debt support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed