Client Services Representative

Trane Italia • Reno, NV

6d • $56,937 - $97,800 • Hybrid

About The Position

The Client Services Representative delivers customer service and support to customers within an assigned group of Account Managers. The role supports the financial and business goals of the Region’s service business by expanding service scope, improving customer satisfaction, meeting contractual obligations, and identifying opportunities for growth and sales within the assigned customer portfolio. The position is part of the Reno, Nevada sales team and partners closely with operations. It includes customer support and sales activities at client facilities as needed, including making sales or obtaining orders or service contracts in the Reno, Nevada territory.

The representative manages customer satisfaction, retention, and growth for an assigned portfolio, primarily consisting of small service agreement customers and accounts. Responsibilities include prospecting, developing and renewing mechanical service agreements, supporting quoted work, managing customer account plans, monitoring account financial performance, and maintaining accurate sales pipeline information. The role responds to customer inquiries, supports equipment uptime and reliability, and collaborates with Account Managers and other teams.

The position is onsite Monday through Thursday, with flexibility to choose the work location on Fridays based on work requirements. The role may require extended hours on occasion and is designated as safety sensitive.

Requirements

• Bachelor’s degree or certificate with two years of work experience preferred.
• Mathematical aptitude.
• Ability to multitask and think critically in high-stress situations.
• Ability to communicate effectively in person, by phone, and in writing.
• Ability to work extended hours on occasion when required.
• Valid driver’s license held for a minimum of 12 months.

Nice To Haves

• Customer service and relationship-building experience.
• Working knowledge of HVAC systems.

Responsibilities

• Manage customer satisfaction, retention, and growth for an assigned portfolio, primarily consisting of small service agreement customers and accounts.
• Prospect for non-agreement customers through sources such as cold calls, lead linkage, quick quotes, and new lead management.
• Drive new mechanical service agreements and service agreement renewals.
• Manage time-and-material and quoted-job pull-through opportunities, working with the estimating team on proposals and delivering them within customer-required time frames.
• Drive the account management process for the assigned portfolio, including developing customer account profiles, account strategies, service delivery plans, customer budget plans, and scheduled customer visits.
• Identify and communicate issues, business goals, and objectives for assigned accounts.
• Respond to all customer inquiries and concerns within 24 hours.
• Review the financial performance of assigned accounts weekly and provide correction plans for underperforming service agreements, including accounts receivable follow-up.
• Meet department growth plans by selling and expanding the customer base, including making the required number of monthly customer sales calls.
• Provide customer assurance regarding equipment uptime and reliability.
• Assist in creating standard work and cadence for meeting customer needs.
• Assist Account Managers with strategic customers as assigned.
• Accurately enter customer opportunities into Salesforce and keep the sales pipeline actively updated.
• Perform other duties as assigned.

Benefits

• Health insurance and holistic wellness programs, including incentives, effective on day one for the employee and family.
• Family-building benefits, including fertility coverage and adoption/surrogacy assistance.
• Paid time off, including up to 15 vacation days, paid holidays, sick leave, and additional options for volunteer and parental leave.
• 401(k) match.
• Educational and training opportunities through company programs.
• Tuition assistance and student debt support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level