Inside Sales Rep - Reservations

United Rentals•Charlotte, NC

6d•Hybrid

About The Position

Great company. Great people. Great opportunities. If you’d like the chance to make your mark with the world’s largest equipment rental provider, come build your future with United Rentals! As an Inside Sales Rep – Customer Care Center (CCC) , you will be responsible for answering inbound calls associated with equipment rentals, creating reservations and quotes while providing exceptional service and support to internal and external customers as well as prospects. Requires attendance for a four-week in-person new hire training period at the start of employment. Following successful completion of training, the role will transition to a hybrid schedule, with four days in the office and one day working from home each week. What you’ll do: Answer Inbound calls with the ability to understand, find & recommend equipment needed for the customer’s job. Identify and qualify an equipment request to ensure it will suit the customer's requirements. Accurately capture all information (required or additional) pertaining to a complete reservation. Use of computer systems including, but not limited to, Reservation, Phone Log, and quote function. Create and maintain accurate notes in Salesforce, MyInbox, and Reservation systems to ensure seamless handoffs and customer continuity. Communicate to a customer any terms/conditions applying to a request. Convert inquiries & quotes to reservations in compliance with company policies. Up-sell customers when applicable. Identify options for substitutions when desired equipment is not available. Negotiate prices on equipment rentals in accordance with pricing policies and procedures. Coordinate with all inside and outside branch staff to ensure customer satisfaction. Work closely with field partners to serve our customers. Identify leads for new business and communicate to the appropriate field personnel. Meet established service levels and performance expectations, including answer times, response times, accuracy, and call quality. Communicate clearly and professionally in both verbal and written channels, adjusting tone based on customer needs. Create a positive and consistent customer service experience. Use problem-solving skills to clarify requests and recommend the best solutions. Participate in regular coaching and development discussions to support continuous improvement and skill growth . Other duties as assigned

Requirements

High School diploma or equivalent combination of education and experience
Minimum 1-2 years inside sales experience focused on lead generation, preferably in a construction related industry
Strong customer service and verbal/written communication skills are essential
Proficient in current business software/operating systems, MS Office and strong computer/typing skills
Team player with excellent interpersonal skills
Independent, self-starter with strong self-imposed structure
Strong sense of urgency, multi-tasking and organizational skills
Must have clear and pleasant phone demeanor
Flexible and ability to deal with a high volume of tasks, stressful and sometimes unfamiliar situations
Attend and complete a four-week in-person new hire training
Following successful completion of training: role will transition to a hybrid schedule (four days in office and one day from home each week)

Nice To Haves

Bachelor's degree preferred
Knowledge and sales of construction equipment (preferred)
Knowledge of product and equipment usage and applications

Responsibilities

Answer Inbound calls with the ability to understand, find & recommend equipment needed for the customer’s job.
Identify and qualify an equipment request to ensure it will suit the customer's requirements.
Accurately capture all information (required or additional) pertaining to a complete reservation.
Use of computer systems including, but not limited to, Reservation, Phone Log, and quote function.
Create and maintain accurate notes in Salesforce, MyInbox, and Reservation systems to ensure seamless handoffs and customer continuity.
Communicate to a customer any terms/conditions applying to a request.
Convert inquiries & quotes to reservations in compliance with company policies.
Up-sell customers when applicable.
Identify options for substitutions when desired equipment is not available.
Negotiate prices on equipment rentals in accordance with pricing policies and procedures.
Coordinate with all inside and outside branch staff to ensure customer satisfaction.
Work closely with field partners to serve our customers.
Identify leads for new business and communicate to the appropriate field personnel.
Meet established service levels and performance expectations, including answer times, response times, accuracy, and call quality.
Communicate clearly and professionally in both verbal and written channels, adjusting tone based on customer needs.
Create a positive and consistent customer service experience.
Use problem-solving skills to clarify requests and recommend the best solutions.
Participate in regular coaching and development discussions to support continuous improvement and skill growth
Other duties as assigned