Client Services Representative

Trane Technologies•Brea, CA

2d•Hybrid

About The Position

The Client Service Representative delivers exceptional service and support to our customers within a specific group of assigned Account Managers. This role is important to meeting the financial and business goals for the Region’s service business. This role sits on the sales team and partners closely with operations. Responsible for scope expansion, improving customer satisfaction and ensuring contractual obligations are being met. Identifies opportunities for growth and sales in assigned customer portfolio and partners with the sales team as required. 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 as needed. Duties include making sales or obtaining order or contracts for services.

Requirements

Bachelor’s degree or certificate with two years’ work experience preferred.
Customer service with relationship building experience is a plus.
Competencies: customer focus and relationship building, problem solving and initiative, collaboration and teamwork, adaptability and agility, results orientation
Mathematical Aptitude
Must be able to multi-task and think critically in high-stress situations.
Must be able to communicate effectively in person, by phone and through written communication.
Able to work extended hours on occasions when required.
Working knowledge of HVAC systems preferred.
Must possess a valid driver’s license for a minimum of 12 months.

Responsibilities

Responsible for customer satisfaction, retention, and growth for assigned portfolio mostly consisting of small service agreement customers and accounts.
Delivers growth by prospecting for other non-agreement customers; sources may include cold calls, leads linkage, quick quotes, and new lead management.
Driving new mechanical service agreements and service agreement renewals.
Responsible for time and material (T & M) and Quoted Job pull-through opportunities, working with the estimating team on the proposals and delivering proposals to the customer in a time frame to meet their needs.
Drives the account management process for assigned portfolio, which includes development of customer account profiles, account strategies, service delivery plan, customer budget planning and scheduled customer visits.
Identifies and communicates issues, business goals and objectives on all assigned accounts.
Responsible for responding within 24 hours to all customer inquiries and concerns.
Responsible for reviewing the financial performance of all assigned accounts on a weekly basis and provide a correction plan for poor performing service agreements to include AR follow up.
Responsible for meeting department growth plans by selling and expanding customer base. To include making the required number of customer sales calls monthly.
Responsible for customer assurance regarding equipment up-time and reliability.
Assists in creating standard work / cadence for meeting customer needs.
Assists Account Managers with strategic customers as assigned.
Ensures customer opportunities are entered into Salesforce accurately and that the sales pipeline is actively reflected.
Other duties as assigned.